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The Archives of Bone and Joint Surgery، جلد ۵، شماره ۲، صفحات ۷۴-۸۱
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عنوان انگلیسی Patient Complaints Emphasize Non-Technical Aspects of Care at a Tertiary Referral Hospital
چکیده انگلیسی مقاله Background:Patient concerns represent opportunities for improvement in orthopaedic care. Thisstudy’s objectiveis to identify the nature and prevalence of unsolicited patient complaints regarding orthopaedic care ata tertiary referral hospital. The primary null hypothesis that there are no demographic factors associatedwith complaint types was tested. Secondarily we determined if the overall complaint number and typesdifferedby year.Methods:Complaints to the hospital ombudsperson by orthopaedic patients between January 1997 and June 2013 werereviewed. All 1118 complaints were categorized: access and availability, humaneness and disrespect, communication,expectations of care and treatment, distrust, billing and research.Results:Patients between 40 and 60 years of age filed the most complaints in all categories except distrust(more common in patients over age 80) and research. Women were slightly more likely to address access andavailability, humaneness, disrespect, and billing compared to men. The overall number of complaints peakedin 1999. The most common issue was access and availability followed by communication, and humaneness/disrespect.Conclusion:Half of concerns voiced by patients addressed interpersonal issues. The largest category was related toaccess and availability. Quality improvement efforts can address technology to improve access and availability as wellas empathy and communication strategies.
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نویسندگان مقاله جان محمد | john king
orthopaedic hand and upper extremity service, massachusetts general hospital, boston, ma, usa


pim وان دیک | pim van dijk
orthopaedic hand and upper extremity service, massachusetts general hospital, boston, ma, usa


celeste overbeek | celeste overbeek
orthopaedic hand and upper extremity service, massachusetts general hospital, boston, ma, usa


michiel hageman | michiel hageman
orthopaedic hand and upper extremity service, massachusetts general hospital, boston, ma, usa


دیوید رینگ | david ring
dell medical school, university of texas, austin, tx, usa
نشانی اینترنتی http://abjs.mums.ac.ir/article_7940.html
فایل مقاله اشکال در دسترسی به فایل - ./files/site1/rds_journals/328/article-328-331906.pdf
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زبان مقاله منتشر شده en
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نوع مقاله منتشر شده RESEARCH PAPER
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