Types Of Complaints

TYPES OF COMPLAINTS

 

Type

Category

Sub-Category

Description

 

 

 

 

 

Management

 

 

 

Institutional

Administrative

Problems with management & administrative policies & procedures

Environment

Poor building, hygiene or food

Finances & Billing

Healthcare associated cost or billing process

Service Issues

Problems with hospital support services.

Staffing & Resource

Inadequate hospital staff & resources

 

 

Timings & Access

Access & Admissions

Lack of access of services or staff

Delays

Delays in admissions or access to treatment

Discharge

Early, late or unplanned discharge from the hospital

Referrals

Problem in being referred to a healthcare service

 

 

 

 

 

Clinical

 

 

Quality

Examination

Inadequate patient examination by a clinical staff

Treatment

Poor or unsuccessful clinical treatment

Quality of Care

Sub-standard clinical /nursing care at per SHCC Standards

Quackery

Un-qualified & un-registered healthcare service providers

Intra Hospital coordination

Problems in coordination of treatment & Management of different services by staff.

 

 

Safety

Errors in Diagnosis

Erroneous, missed or inappropriate treatment

Medication Errors

Errors in prescribing or administering medicines.

Safety Incidence

Events or complications that threatened the safety of patients

Skills & Conduct

Deficiencies in technical or non-technical skills of staff that compromise safety

 

 

 

 

 

 

Relationships & Behavior

 

 

 

 

Communication

Communication Breakdown

Inadequate, delay or absent communication with patients

Refuses or fails, without reasonable cause, to furnish any information to the SHCC inspection team

Incorrect Information

Communication of wrong, inadequate or conflicting information to patients

Gives any false or misleading information to the SHCC inspection team

Patient Staff Dialogue

Not listening to patients, lack of shared decision making or conflict.

 

Humaneness

Respect, Dignity & care

Rude, disrespectable, or insensitive behavior to patients

Staff attitude

Poor attitude towards patients & their families

 

Patient/healthcare providers/

Establishment’s Rights

Violation of Rights

Violation of rights provided in the Charters

Abuse

Physical, sexual or emotional abuse

Confidentiality

Breaches of confidentiality

Consent

Coercing or failing to obtain consent

Discrimination

Discrimination against patients/ healthcare provider/establishment