HANDLING COMPLAINTS IN HOSPITALS

Goal: To find out about complaints procedures in hospitals in North-Ho lland and to determine to what extent they function independently. Met hod: All 21 hospitals were visited between the spring of 1992 and the autumn of 1993. Before the visit took place the hospital management ha d to complete and return a questionnaire relating to the complaints pr ocedure in that hospital. Results: All except two hospitals had rules for dealing with complaints. In 18 hospitals there was a complaints co mmittee; in 12 of these the management was not - or was no longer - in volved. The element of independence was expressed in a great variety o f ways. In a quarter of the hospitals complaints were often not dealt with within two months. Discussion: The situation with regard to compl aints procedures in hospitals in North-Holland is definitely improving . Some hospitals, however, are much more successful than others in mee ting the criteria for an adequate complaints procedure. There is room for improvement in two particular areas; complaints should be handled more promptly and independently.