The New Zealand medical journal
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To investigate details of patient complaints to the Health and Disability Commissioner about surgeons-to identify factors in the patient-surgeon interaction that might make a complaint more likely, and to consider ways of improving the complaints environment. ⋯ Complaints against surgeons are common. The 'highest-risk surgeon' is a subspeciality general surgeon in private practice. The most likely people to complain are middle-class, white females aged 35-70 years. It would appear likely that the present system does not resolve issues for the patient or the surgeon. Radical changes are needed, and are beginning to occur, in the complaints environment. Especially needed is acceptance and disclosure of harm and error (away from a culture of blame and discipline). Therefore, if medical practitioners are to move with confidence into this more open environment, a more supportive political/media/organisational culture is needed, with a focus on valuing disclosure and learning from mistakes.
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To analyse the impact of receiving a medical complaint on doctors in New Zealand. ⋯ This study indicates that receiving a medical complaint has a significant negative impact on the doctor, and on important components of the doctor-patient relationship. It suggests that in the first few days and weeks after receiving a complaint, a doctor may need emotional and practising support. This study finds no evidence that the receipt of a complaint improves the delivery of patient care.