An Analysis of Complaints in Two Large Tertiary University Teaching Hospital ENT Departments: A Two-Year Retrospective Review

Table 1

Summary of complaints categories as per the coding taxonomy.

Complaint type	Percentage (number)
Clinical	24.7% (132)
Quality
Examination	2% (11)
Patient journey	5.8% (31)
Quality of care	7.3% (39)
Treatment	4.5% (26)
Safety
Errors in diagnosis	0.9% (5)
Medication errors	0.1% (1)
Safety incidents	1.1% (6)
Skills and conduct	2.4% (13)
Management	50.1% (268)
Institutional issues
Bureaucracy	1.3% (7)
Environment	1.4% (8)
Finance and billing	0.7% (4)
Service issues	4.8% (26)
Staffing and resources	1.8% (10)
Timing and access
Access and admission	15.9% (85)
Delays	21.5% (115)
Discharges	0.7% (4)
Referrals	1.6% (9)
Relationships	25% (134)
Communication
Communication breakdown	6.5% (35)
Incorrect information	3.3% (18)
Patient-staff dialogue	5.2% (28)
Humaneness and caring
Respect, dignity, and caring	1.8% (10)
Discrimination	0% (0)
Patient rights
Staff attitude	6.1% (33)
Abuse	0.1% (1)
Confidentiality	0.5% (3)
Consent	1.1% (6)