Poor professionalism identified through investigation of unsolicited healthcare complaints

Postgraduate Medical Journal

Volumn 88, Issue 1042, 2012, Pages 443-450

  van Mook, Walther N K A ^a,b   Gorter, Simone L ^a   Kieboom, Wendy ^a   Castermans, Miem G T H ^a   de Feijter, Jeantine ^b   de Grave, Willem S ^c   Zwaveling, Jan Harm ^a,c   Schuwirth, Lambert W T ^b   van der Vleuten, Cees P M ^b  

^a MAASTRICHT UNIVERSITY MEDICAL CENTER   (Netherlands)

^b MAASTRICHT UNIVERSITY   (Netherlands)

^c MÁXIMA MEDICAL CENTER   (Netherlands)

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; CLINICAL COMPETENCE; CONTENT ANALYSIS; HEALTH CARE DELIVERY; HEALTHCARE COMPLAINT; HUMAN; INTERPERSONAL COMMUNICATION; MAJOR CLINICAL STUDY; MEDICAL ERROR; PHYSICIAN ATTITUDE; PROFESSIONAL KNOWLEDGE; PROFESSIONAL MISCONDUCT; PROFESSIONALISM; QUALITATIVE RESEARCH; TERTIARY HEALTH CARE; WAITING ROOM;

CLINICAL COMPETENCE; HUMANS; MEDICAL ERRORS; NETHERLANDS; PATIENT SATISFACTION; PHYSICIAN-PATIENT RELATIONS; PROFESSIONAL MISCONDUCT; QUALITY OF HEALTH CARE; TERTIARY CARE CENTERS;

EID: 84864110824     PISSN: 00325473     EISSN: 14690756     Source Type: Journal    
DOI: 10.1136/postgradmedj-2011-130083     Document Type: Article

References (48)

1. van Mook WN, De Grave WS, Gorter SL, et al. Intensive care medicine trainees' perception of professionalism: a qualitative study. Anaesth intensive care 2011;39:107-15.
2. Boisaubin EV, Levine RE. Identifying and assisting the impaired physician. Am J Med Sci 2001;322:31-6.
3. Irvine D. Patients, professionalism, and revalidation. BMJ 2005;330:1265-8.
4. Galletly CA. Psychiatrist-patient sexual relationships: the ethical dilemmas. Aust N Z J Psychiatry 1993;27:133-9.
5. Hickson GB, Pichert JW, Webb LE, et al. A complementary approach to promoting professionalism: identifying, measuring, and addressing unprofessional behaviors. Acad Med 2007;82:1040-8.
6. Leape LL, Fromson JA. Problem doctors: is there a system-level solution? Ann Intern Med 2006;144:107-15.
7. McLemore MR. Workplace aggression: beginning a dialogue. Clin J Oncol Nurs 2006;10:455-6.
8. Rosenstein AH. Original research: nurse-physician relationships: impact on nurse satisfaction and retention. Am J Nurs 2002;102:26-34.
9. Rosenstein AH, O'Daniel M. Study links disruptive behavior to negative patient outcomes. OR Manager 2005;21:1, 20, 2.
10. Rosenstein AH, O'Daniel M. Disruptive behavior and clinical outcomes: perceptions of nurses and physicians. Am J Nurs 2005;105:54-64
11. Rosenstein AH, O'Daniel M. Impact and implications of disruptive behavior in the perioperative arena. J Am Coll Surg 2006;203:96-105.
12. Rosenstein AH, O'Daniel M. A survey of the impact of disruptive behaviors and communication defects on patient safety. Jt Comm J Qual Patient Saf 2008;34:464-71.
13. Rosenstein AH, O'Daniel M. Invited article: Managing disruptive physician behavior: impact on staff relationships and patient care. Neurology 2008;70:1564-70.
14. Rosenstein AH, Russell H, Lauve R. Disruptive physician behavior contributes to nursing shortage. Study links bad behavior by doctors to nurses leaving the profession. Physician Exec 2002;28:8-11.
15. Felps WA, Mitchell TR, Byington EK. How, when and why bad apples spoil the barrel: negative group members and dysfunctional groups. Res Organizational Behav 2006;27:181-230.
16. Volpintesta E. Patient complaints and risk of being sued. JAMA 2002;288:1585-6.
17. Hickson GB, Federspiel CF, Pichert JW, et al. Patient complaints and malpractice risk. JAMA 2002;287:2951-7.
18. Sage WM. Putting the patient in patient safety: linking patient complaints and malpractice risk. JAMA 2002;287:3003-5.
19. Stephenson AE, Adshead LE, Higgs RH. The teaching of professional attitudes within UK medical schools: reported difficulties and good practice. Medical education 2006;40:1072-80.
20. van Mook W, de Grave W, Wass V, et al. Professionalism: evolution of the concept. Eur J Int Med 2009;20:e81-4.
21. Lee AG, Beaver HA, Boldt HC, et al. Teaching and assessing professionalism in ophthalmology residency training programs. Surv Ophthalmol 2007;52:300-14.
22. Edelstein SB, Stevenson JM, Broad K. Teaching professionalism during anesthesiology training. J Clin Anesth 2005;17:392-8.
23. Rowley BD, Baldwin DC Jr, Bay RC, et al. Can professional values be taught? A look at residency training. Clin Orthop Relat Res 2000;378:110-14.
24. Medische Vervolgopleidingen.nl. http://wwwmedischevervolgopleidingennl/pages/contentaspx?content1/410010000000029_2_10000000001651&contentcode1/4 competentiesspecialist (accessed 10 Oct 2006).
25. Accredition Council for Graduate Medical Education. ACGME Outcome Project Enhancing Residency Education Throught Outcomes Assessment: General Competencies. 1999. http://www.acgme.org/outcome/comp/compFull.asp (accessed 13 Feb 2006).
26. Royal College of Physicians and Surgeons in Canada. The CanMEDS Framework. 2005. http://rcpscmedicalorg/canmeds/indexphp (accessed 27 Nov 2008).
27. Wofford MM, Wofford JL, Bothra J, et al. Patient complaints about physician behaviors: a qualitative study. Acad Med 2004;79:134-8.
28. Montini T, Noble AA, Stelfox HT. Content analysis of patient complaints. Int J Qual Health Care 2008;20:412-20.
29. Stelfox HT, Gandhi TK, Orav EJ, et al. The relation of patient satisfaction with complaints against physicians and malpractice lawsuits. Am J Med 2005;118:1126-33.
30. Tax S, Brown S. Recovering and learning from service failures. Sloan Manag Rev 1998;40:75-88.
31. Pichert JW, Miller CS, Hollo AH, et al. What health professionals can do to identify and resolve patient dissatisfaction. Jt Comm J Qual Improv 1998;24:303-12.
32. Atlas.ti Version 5.2.0. Berlin: Scientific software development Gmbh, 2009.
33. Strauss A, Glaser B. The Discovery of Grounded Theory. Strategies for Qualitative Research. Chicago: Aldine de Gruyter, 1967, ISBN 0202302601.
34. Boeije H. Analysis in Qualitative Research. London: Sage, 2009. [ISBN 9781847870070].
35. SPSS I. SPSS 16.0.1. 2007.
36. Kuosmanen L, Kaltiala-Heino R, Suominen S, et al. Patient complaints in Finland 2000-2004: a retrospective register study. J Med Ethics 2008;34:788-92.
37. De Bruijne MC, Zegers M, Hoonhout LH, et al. Onbedoelde schade in Nederlandse ziekenhuizen. EMGO instituut/VUmc en Nivel, 2007, ISBN: 978-90-69050845-0.
38. Reduced telephone tag results in 60% fewer patient complaints, more efficiency. Perform Improv Advis 2004;8:8-11.
39. Page DW. Professionalism and team care in the clinical setting. Clin Anat 2006;19:468-72.
40. Ratanawongsa N, Bolen S, Howell EE, et al. Residents' perceptions of professionalism in training and practice: barriers, promoters, and duty hour requirements. J Gen Intern Med 2006;21:758-63.
41. Charap M. Reducing resident work hours: unproven assumptions and unforeseen outcomes. Ann Intern Med 2004;140:814-15.
42. Miedema B, Easley J, Fortin P, et al. Crossing boundaries: family physicians' struggles to protect their private lives. Can Fam Physician 2009;55:286-7
43. Hsieh SY. Factors hampering the use of patient complaints to improve quality: an exploratory study. Int J Nurs Pract 2009;15:534-42.
44. Lussier MT, Richard C. Doctor-patient communication: complaints and legal actions. Can Fam Physician 2005;51:37-9.
45. Levinson W, Roter DL, Mullooly JP, et al. Physician-patient communication. The relationship with malpractice claims among primary care physicians and surgeons. JAMA 1997;277:553-9.
46. General Medical Council. Tomorrow's Doctors: Education Outcomes and Standards for Undergraduate Medical Education. 2009, ISBN: 978-0-901458-36-0. 2009 General Medical Council.
47. Bovbjerg RR, Miller RH, Shapiro DW. Paths to reducing medical injury: professional liability and discipline vs. patient safetyeand the need for a third way. J Law Med Ethics 2001;29:369-80.
48. Garbutt J, Bose D, McCawley BA, et al. Soliciting patient complaints to improve performance. Jt Comm J Qual Saf 2003;29:103-12.