Investigating Complaints Filed against the Medical Staff in Kerman Healthcare Organization before and after the COVID-19 Epidemic during 2018-19

Mohammad amin  Ahmadinejad; Kasra  Goudarzi; Roya  Sadrmohammadi; Siavash  Assar

doi:10.18502/jimc.v8i1.17070

Mohammad amin Ahmadinejad Zahedan University of Sciences, Zahedan, Iran
Kasra Goudarzi Kerman University of Medical Sciences, Kerman, Iran
Roya Sadrmohammadi Department of Prosthodontics, School of Dentistry, Rafsanjan University of Medical Sciences, Rafsanjan, Iran
Siavash Assar Department of Anesthesiology, School of Medicine, Kerman University of Medical Sciences, Kerman, Iran

DOI: https://doi.org/10.18502/jimc.v8i1.17070

Keywords: Complaints, COVID-19, Healthcare complaints, Health personnel, Patient satisfaction, Physicians

Abstract

Background: Patients’ complaints against hospital staff reflect dissatisfaction with care and service, indicating gaps in the healthcare delivery system. This study investigates the causes of complaints against medical staff referred to the Kerman healthcare organization before and after the COVID-19 epidemic.

Methods: This cross-sectional study examined claims filed against medical staff during two years—2018 (before COVID-19) and 2019 (after COVID-19). The data, collected from 154 forensic medical cases (120 in 2018, 34 in 2019), included the year of complaint, complaint outcome, reasons, and defendant’s education level.

Results: Indictments were issued for 31.2% (48 cases), prohibition of prosecution for 63.6% (98 cases), and suspension of prosecution for 8.2% (8 cases). Complaints due to complications were 61% (94 cases), mostly before COVID-19 (74 cases). Complaints due to patient death increased post-COVID-19 (8.4%, 13 cases). After the epidemic, most complaints were against physicians (70.5%) and dentists (20.6%) (p=0.001). Before COVID-19, complaints were highest among gynecologists and obstetricians (18.3%), surgical specialists (14.2%), and general practitioners (9.2%). Post-COVID-19, the highest complaints were against surgical specialists (20.6%), dentists (20.6%), and orthopedic specialists (17.6%).

Conclusion: Complaints against medical staff decreased post-COVID-19 compared to the previous year. The highest complaints were against gynecologists and obstetricians, surgical specialists, dentists, and orthopedic specialists. Common causes included death, complications due to lack of skill, and carelessness. Monitoring the performance of specialties with the highest complaints is necessary.