Document Detail

Analysis of Complaints in a Rural Emergency Medical Service System.
MedLine Citation:
PMID:  23352059     Owner:  NLM     Status:  Publisher    
Introduction The health care industry is increasingly focused on customer service, one aspect of which is dealing with customer complaints. The purpose of this study was to assess the prevalence and nature of complaints against prehospital providers in a rural Emergency Medical Services (EMS) system. METHODS: This retrospective study of logged complaints utilized data from May 28, 1999 through September 26, 2008. All complaints were investigated by a single trained staff member of the regional EMS office. He interviewed witnesses, and reviewed statements and other documentation related to the complaints. Each complaint was classified into one of four categories: (1) operational; (2) clinical; (3) educational; or (4) customer service. In addition, each complaint was examined to determine if the grievance was founded. The study was conducted in a seven-county region of western Pennsylvania with a population of 639,641 and more than 3,000 EMS providers. RESULTS: There were 110 complaints over a nine-year period (approximately 12 per year). Forty were considered unfounded complaints (43%) and 49 persons (45%) had made more than a single complaint. No EMS provider had an EMS certification suspended or revoked based on a clinically-related complaint. The data revealed a substantial number of complaints for which insufficient information was available to allow a conclusion based on reasonable certainty or the degree of certainty expected of a reasonable person evaluating the facts. Conclusion One hundred ten complaints were logged for the study EMS program. No complaints violated treatment protocols. Forty complaints were unfounded. There were 49 "repeat" complaints against providers who had previously had complaints made against them. Risavi BL , Buzzard E , Heile CJ . Analysis of complaints in a rural emergency medical services system. Prehosp Disaster Med. 2013;28(2):1-3 .
Brian L Risavi; Erik Buzzard; Christopher J Heile
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Publication Detail:
Type:  JOURNAL ARTICLE     Date:  2013-1-28
Journal Detail:
Title:  Prehospital and disaster medicine     Volume:  -     ISSN:  1049-023X     ISO Abbreviation:  Prehosp Disaster Med     Publication Date:  2013 Jan 
Date Detail:
Created Date:  2013-1-28     Completed Date:  -     Revised Date:  -    
Medline Journal Info:
Nlm Unique ID:  8918173     Medline TA:  Prehosp Disaster Med     Country:  -    
Other Details:
Languages:  ENG     Pagination:  1-3     Citation Subset:  -    
1 Department of Emergency Medicine, Emergency Medicine Residency, UPMC Hamot, Erie, Pennsylvania USA.
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