What are the frequent complaints voiced by inpatients and physicians amidst the emerging infectious diseases? – An illustrative instance of the COVID-19.

Publication date: Aug 07, 2024

Emerging infectious diseases (EIDs) can disrupt the healthcare system, causing regulatory changes that affect the healthcare-seeking process and potentially increase patient-physician dissatisfaction. This study aimed to collect and analyze patients’ and physicians’ complaints during an EID outbreak to inform potential clues regarding medical quality and patient safety enhancement in future dealing with EIDs, employing text mining methodologies. In this descriptive study, complaint records from January 2020 to February 2023 at West China Hospital, a national medical facility in China, were analyzed. Patient and physician complaints have been retrospectively retrieved from the record from the medical department, and then categorized into distinct groups based on reporting reasons, encompassing COVID-19-related policies, healthcare access, availability of medical resources, and financial concerns. During the COVID-19 pandemic, 541 COVID-19-related complaints were identified: 330 (61. 00%) from patients and 211 (39. 00%) from physicians. The monthly volume of complaints fluctuated, starting at 10 in 2020, peaking at 21 in 2022, and dropping to 14 in 2023. Most complaints from inpatients were expressed by older males aged 40 to 65 (38. 82%, 210/541). The primary source of complaints was related to mandatory COVID-19 policies (79. 30%, 429/541), followed by concerns regarding timely healthcare services (31. 61%, 171/541). Few complaints were expressed regarding the insufficiency of medical resources (2. 77%, 15/541) and the high costs (4. 25%, 23/541). The frequency of complaints expressed by doctors and patients in the emergency department was higher compared with other departments (24. 58%, 133/541). Increased complaints may serve as a primitive and timely resource for investigating the potential hazards and drawbacks associated with policies pertaining to EIDs. Prompt collection and systematical analysis of patient and physician feedback could help us accurately evaluate the efficacy and repercussions of these policies. Implementing complaints-based assessment might improve care standards in forthcoming healthcare environments grappling with EIDs.

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Concepts Keywords
China Adult
February Aged
Pandemic China
Physicians Communicable Diseases, Emerging
Complaints
COVID-19
COVID-19
Emerging infectious diseases
Female
Humans
Inpatients
Male
Middle Aged
Pandemics
Patient safety
Patient Satisfaction
Physicians
Retrospective Studies
SARS-CoV-2
Young Adult

Semantics

Type Source Name
disease MESH emerging infectious diseases
disease MESH COVID-19
disease IDO process
disease IDO quality
disease IDO facility
disease VO monthly
disease VO volume
drug DRUGBANK Dihydrotachysterol
disease VO frequency
disease MESH emergency
disease MESH Infectious Diseases
drug DRUGBANK Guanosine
drug DRUGBANK Coenzyme M
drug DRUGBANK Troleandomycin
disease VO time
drug DRUGBANK Trestolone
disease IDO contact tracing
disease MESH marital status
drug DRUGBANK Nevirapine
disease MESH critically ill
disease IDO blood
disease MESH death
disease MESH infection
disease VO vaccination
disease MESH tumor
disease MESH aortic dissection
disease MESH coronary heart disease
disease VO dead
disease VO effective
drug DRUGBANK Tretamine
disease VO vaccine
disease VO protocol
disease MESH social stigma
disease VO population
disease VO vaccine effectiveness
drug DRUGBANK Methylergometrine

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