Patients' complaints about doctors in surgical training

Abstract

Aim: Research looking at the effect of complaints on senior medical staff has shown that while there is important information to be gained from patient criticisms of medical care, they are often not well received by doctors. There is no information on the effects of complaints on junior medical staff and those undergoing vocational training in New Zealand. The aim of this study is to assess the impact of complaints on trainees in general surgery.

Method: A questionnaire was devised and sent to all advanced general surgical trainees in New Zealand. There were four sections to the questionnaire covering background, professional life, family life, and personal health. The scale was semantically anchored at not applicable, strongly agree, agree, neither, disagree, and strongly disagree.

Results: Following electronic mailings of the questionnaire at three different times, 35 of 58 (60%) questionnaires were returned of which 21 (60%) of the respondents had received at least one major complaint; 10 (29%) indicated they had experienced one complaint; 4 (11%) reported 2 complaints; 3 (9%) had received 3 complaints; and 1 (3%) reported 4 complaints. None of the respondents believed that the complaint had improved their surgical training. Thirty-one (86%) respondents believed that the complaint had made them practice more defensively; 13 (38%) felt that the complaint had a negative effect of future doctor-patient relationships; and 15 (43%) felt a lack of trust with such relationships. Twenty-three (67%) felt decreased enjoyment with their training and 18 (53%) felt the complaint had a negative effect on their family. Twenty-seven (78%) felt depressed over the complaint, with 18 (52%) feeling a lack of support and being alone with the experience.

Conclusion: Trainees receiving complaints find them difficult to deal with; they incur an emotional cost on the doctor and possible future doctor patient relationships. Thus it is important that trainee doctors receive support and guidance throughout this difficult and stressful event.