Powell P V
Health Bull (Edinb). 1995 Jul;53(4):196-205.
An audit of the handling of medical negligence complaints recorded by the Lothian Health during 1991 and 1992 was undertaken, to ascertain whether the process was providing an adequate response, or whether improvements could result in fewer potential claims proceeding. A complaints database was set up using d-Base IV and a personal computer, as there was not an adequate system of data recording in existence at the time. Analysis of data collected within the Department of Public Health Medicine revealed that there was potential for reducing the number of medical negligence complaints proceeding to litigation by the prompt handling of the complaints as recommended by the Wilson Report. The relative risk of a medical negligence claim for hospital doctors was greatest for the specialties of Accident and Emergency and Obstetrics and Gynaecology, and these specialties had the greatest difficulty in returning medical case notes or consultant reports quickly. The potential for both improved patient satisfaction and financial savings are identified in the handling of complaints, and the requirement for a complaints database to allow monitoring and audit of the complaints process, and implementation of the recommendations of the Wilson Report, are noted.
对洛锡安健康局在1991年和1992年记录的医疗过失投诉处理情况进行了一次审计，以确定该流程是否能提供充分的回应，或者改进是否能减少潜在索赔的发生。由于当时没有足够的数据记录系统，因此使用d-Base IV和个人电脑建立了一个投诉数据库。对公共卫生医学部收集的数据进行分析后发现，按照《威尔逊报告》的建议迅速处理投诉，有可能减少进入诉讼程序的医疗过失投诉数量。医院医生面临医疗过失索赔的相对风险在急症科和妇产科专业中最高，而且这些专业在迅速归还病历或会诊报告方面困难最大。在投诉处理中确定了提高患者满意度和节省资金的潜力，并指出需要一个投诉数据库来对投诉流程进行监测和审计，以及实施《威尔逊报告》的建议。
