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Claims and complaints in healthcare.


- candidate number21827
- NTR NumberNTR5079
- ISRCTNISRCTN no longer applicable
- Date ISRCTN created
- date ISRCTN requested
- Date Registered NTR20-mrt-2015
- Secondary IDs15-N-37 METC Atrium-Orbis-Zuyd
- Public TitleClaims and complaints in healthcare.
- Scientific TitleClaims and complaints in the Dutch healthcare system: trends and developments.
- ACRONYMinapplicable
- hypothesisMore than in any other field, the nature of healthcare, makes that the consequences of human error can take an immense size. Increasingly, people state that complaints and claims in healthcare increase and accrue. Nevertheless, recent research into (the extend of) complaints and claims in healthcare are lacking.

We aim to launche a large-scale study of medical incidents and patient safety. We will perform an analysis of complaints and claims in healthcare. Analysing the files of patients that complained of claimed afther an experienced medical incident, can provide information into possible (structural/organizational/individual) errors in healthcare. This research aims to improve patient safety in collective and individual manners. One of the main goals of this research is analysing trends and developments of complaints and filed claims and sharing these insights with healthcareworkers. Moreover, we hope to find out which events may lead to complaints, and which events may lead to a claim. Insight in the motivation that drives people to complain/claim, may help to develop preventive actions to decrease the number of claims.
- Healt Condition(s) or Problem(s) studiedClaim
- Inclusion criteria- all complaints received by the complaints office and the Complaints Committee of Orbis Medisch Centrum and Atrium Medisch Centrum, during the period 2007 t/m 2014.
- all the claims, nationally submitted by MediRisk, the biggest liability insurer for care settings in the Netherlands.
- Exclusion criteriaComplaints and claims that relate to a different time-period.
- mec approval receivedyes
- multicenter trialno
- randomisedno
- group[default]
- TypeSingle arm
- Studytypeobservational
- planned startdate 20-mrt-2015
- planned closingdate
- Target number of participants0
- InterventionsInapplicable
- Primary outcomeTo describe the underlying events, happenings and errors, that may lead to a complaint or a claim.
- Secondary outcome- Enhancing the knowledge of healthcareworkers of trends and developments in complaints and claims in the Netherlands.
- To describe actions to prevent complaints and/or claims.
- TimepointsThe study includes all the complaints and claims between 2007 and 2015.
Analyse will take place through root course analyse. For further analyse, EXCELL and SPSS will be used.

- We will begin with a pilot study of complaints and claims with regard to gynecology and obstetrics in Orbis Medisch Centrum. This will be finished before june 2015.
- Subsequently, complaints and claims with regard to gynaecology and obstetrics in the rest of the Netherlands will be studied.
- Thereafther, nationwide data on claims will be studied.
- Trial web site
- status[default]
- CONTACT FOR PUBLIC QUERIESLLM. D.M.T.V. (Désirée) Klemann
- CONTACT for SCIENTIFIC QUERIESLLM. D.M.T.V. (Désirée) Klemann
- Sponsor/Initiator Orbis Medisch Centrum, MediRisk
- Funding
(Source(s) of Monetary or Material Support)
- Publications
- Brief summaryMore than in any other field, the nature of healthcare, makes that the consequences of human error can take an immense size. Increasingly, people state that complaints and claims in healthcare increase and accrue. Nevertheless, recent research into (the extend of) complaints and claims in healthcare are lacking.

We aim to launche a large-scale study of medical incidents and patient safety. We will perform an analysis of complaints and claims in healthcare. Analysing the files of patients that complained of claimed afther an experienced medical incident, can provide information into possible (structural/organizational/individual) errors in healthcare.
- Main changes (audit trail)
- RECORD20-mrt-2015 - 25-apr-2015


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