Table 2.
Complaints issues analyzed by HCAT(GP) (years 2017–2019).
| HCAT(GP) sections | N (%) issues (total n = 432) | |
|---|---|---|
| Stages of care | ||
| 1. Accessing care | 72 (17%) | |
| 2. In the practice | 25 (6%) | |
| 3. During the consultation | 208 (48%) | |
| 4. Follow-up/referral | 59 (14%) | |
| 5. Other | 45 (10%) | |
| Multiple stages | 23 (5%) | |
| Severity | ||
| 1. Low | 89 (21%) | |
| 2. Medium | 178 (41%) | |
| 3. High | 165 (38%) | |
| Domains Categories |
Example issues within categories | |
| Clinical domain | 139 (32%) | |
| Quality | 89 (21%) | Not conducting assessment of patient |
| Safety | 50 (12%) | Misdiagnosis of appendicitis |
| Relationship domain | 174 (40%) | |
| Listening | 45 (10%) | Parent input on child illness ignored |
| Communication | 27 (6%) | Blood test results not received by patient |
| Respect and patient rights | 102 (24%) | Verbal assault of patient |
| Management domain | 119 (28%) | |
| Environment | 14 (3%) | Surgery not accessible by wheelchair user |
| Institutional processes | 105 (24%) | Patient not able to register with GP |
| Harm | N (%) (total n = 230) | Example harm |
| 0. No harm reported | 115 (50%) | — |
| 1. Minimal | 57 (25%) | Complainant upset |
| 2. Minor | 22 (10%) | Patient experienced stress and anxiety |
| 3. Moderate | 14 (6%) | Short term recovery impacted |
| 4. Major | 6 (2%) | Patient developed post traumatic stress disorder |
| 5. Catastrophic | 16 (7%) | Patient died |