Understanding Complaints in the Emergency Department

Alina Abidova; Pedro Alcântara da Silva; Sérgio Moreira

doi:10.1177/11786329211057351

Understanding Complaints in the Emergency Department

Health Serv Insights. 2021 Dec 6:14:11786329211057351. doi: 10.1177/11786329211057351. eCollection 2021.

Authors

Alina Abidova¹, Pedro Alcântara da Silva², Sérgio Moreira³

Affiliations

¹ National School of Public Health, NOVA University of Lisbon, Lisbon, Portugal.
² Institute of Social Sciences, University of Lisbon, Lisbon, Portugal.
³ Faculty of Psychology, University of Lisbon, Lisbon, Portugal.

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.