Skip to main page content
U.S. flag

An official website of the United States government

Dot gov

The .gov means it’s official.
Federal government websites often end in .gov or .mil. Before sharing sensitive information, make sure you’re on a federal government site.

Https

The site is secure.
The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely.

Access keys NCBI Homepage MyNCBI Homepage Main Content Main Navigation
. 2021 Dec 6:14:11786329211057351.
doi: 10.1177/11786329211057351. eCollection 2021.

Understanding Complaints in the Emergency Department

Alina Abidova  1 , Pedro Alcântara da Silva  2 , Sérgio Moreira  3
Affiliations

Understanding Complaints in the Emergency Department

Alina Abidova et al. Health Serv Insights. .

Abstract

The aim of this research is to identify the main determinants of patients' complaints and potential mediators and moderators in this regard. This research shows that complaints can result from a complex set of processes involving direct, mediating, and moderating effects. Interventions aimed at reducing patients' complaints should consider specific patient groups and experiences.

Keywords: Patient satisfaction; emergency department; frequency of ED experiences; frequent users; patients’ complaints; perceived quality of healthcare; privacy; waiting time for triage.

PubMed Disclaimer

Conflict of interest statement

Declaration OF Conflicting Interests: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

Figures

Figure 1.
Figure 1.
Effect on patients’ complaints.
Figure 2.
Figure 2.
Moderation model.
See this image and copyright information in PMC

References

    1. Van den Heede K, Van de Voorde C. Interventions to reduce emergency department utilisation: a review of reviews. Health Policy. 2016;120:1337–1349. - PubMed
    1. Glynn BA, Brulé M, Kenny SL, et al.. Understanding the high frequency use of the emergency department for patients with chronic pain: a mixed-methods study. J Healthc Qual. 2019;41:195–211. - PubMed
    1. Soril LJ, Leggett LE, Lorenzetti DL, Noseworthy TW, Clement FM. Reducing frequent visits to the emergency department: a systematic review of interventions. PLoS One. 2015;10:e0123660. - PMC - PubMed
    1. Moe J, Kirkland S, Ospina MB, et al.. Mortality, admission rates and outpatient use among frequent users of emergency departments: a systematic review. Emerg Med J. 2016;33:230–236. - PubMed
    1. Krieg C, Hudon C, Chouinard MC, Dufour I. Individual predictors of frequent emergency department use: a scoping review. BMC Health Serv Res. 2016;16:594. - PMC - PubMed

LinkOut - more resources