Analysis of complaints lodged by patients attending Victorian hospitals, 1997–2001

Objective: To describe complaints by patients and compare rates of complaint in demographic subgroups of patients and hospital departments. Design and setting: Retrospective analysis of complaints made by patients attending 67 hospitals (metropolitan, 25; rural, 42) in Victoria, and lodged with the Victorian Health Complaint Information Program (January 1997 – December 2001). Main outcome measures: Demographic characteristics of patients lodging complaints and the hospital department involved; nature and outcome of complaints. Results: From a total of over 13 million patients presenting to hospital during the study period, 19 156 patients or their representatives (mostly their parents, children or spouses) lodged 26 785 “issues” of complaint (overall complaint rate, 1.42 complaints/1000 patients). Significantly more complaints (P