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More than one allegation can be included in a complaint "case" and the police watchdog said some of the overall increase in England and Wales was due to the broadening of the definition of a complaint.
Limited knowledge exists about factors increasing the risk of general practitioners becoming involved in a complaint case or getting disciplined in connection with a complaint case.
In this survey, we observed two GP characteristics statistically significantly associated with being involved in a complaint case: professional seniority and GP output per day.
Register data from 2006 were used in order to best reflect the situation when a health care event resulted in a complaint case.
For daytime services, high professional seniority of the GP was significantly associated with increased odds of being involved in a complaint case.
Among the 265 GPs who received a complaint case decision concerning daytime services, 71 received a discipline from the board (53 conclusions on criticism; professional conduct disputed in another 18 cases).
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The associations between receiving a complaints case concerning daytime services and GP and practice characteristics are shown in Table 1.
Optimal complaint case management is an important goal, because complaint cases are very resource-demanding for the involved parties.
We would like to thank Director Peter Bak Mortensen, the Danish Patient Complaints Board, for input and providing complaint case decisions for the study.
Another Dutch study showed, however, a decreased proportion of complaint cases resulting in discipline after including more lawyers and fewer fellow professionals on the disciplinary board [ 9].
The out-of-hours service involves a high-risk job with regard to patient complaint cases.
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