1、1,Patient Complaints and Malpractice Risk,/cppa,Gerald B. Hickson, MD Associate Dean for Clinical Affairs Director, Center for Pt 287:1583-1587.,7,Incurred $s By Risk Category,* In multiples of lowest risk group,8,Example PARS “Report Card”,Distribution is based upon the 4 year

2、number of complaint reports recorded by the Office of Patient Affairs, weighted for recency and severity,Number of MDs,Complaint Index,Your index,9,Interim Observations,Over 400 interventions completed No one killed (yet) 4 (2%) responded with hostility Professional: Asked PAO to shadow, give ideas

3、Went to Chief: Asked for resources Reorganized the unit Phase II Interventions needed Follow-ups ongoing,10,*Complaint Index is a function of the number of reports filed with the Office of Patient Relations and the number of specific complaints embedded within those reports over the previous four ye

4、ar period. Recent reports count more heavily than those more than a year old. This document is confidential and privileged pursuant to the provisions of O.C.G.A. Sections 31-7-131,133.,Top 10 Surgeons* 2002-2004,Means for surgeons,11,Summary,Pt complaints delivered one-at-a-time provide no comparative feedback Single complaints may be dismissed Unsolicited pt complaints offer rich info about a medical group or med center Complaints may be captured, stored, coded, aggregated, fed back to staff Process, tools can help promote cha