Abstract
Background
The COVID-19 pandemic has posed unprecedented challenges to healthcare systems globally. This study aimed to investigate the pandemic's impact on physician complaints in Alberta, Canada, across three periods: pre-, during, and post-pandemic.
Methods
A cross-sectional study was conducted using the College of Physicians & Surgeons of Alberta (CPSA) complaint database from Q1 2018 to Q4 2023. Complaints were grouped into eight domains, with a detailed analysis of COVID-19-related complaints. A qualitative analysis categorized complaints into thematic domains, and trends were analyzed. The frequency of complaints was compared by using the chi-square test.
Results
Complaint trends showed stability pre-pandemic, decreasing during the pandemic, and rising post-COVID. Medical reporting complaints decreased during the pandemic but increased post-COVID. Conversely, practice management, third-party involvement, ethical concerns, and systemic issue complaints increased during the pandemic and continued into the post-COVID period. COVID-19-related complaints peaked in Q1 2022, with family physicians receiving most of them.
Conclusions
Proactive monitoring of complaint trends is essential for healthcare organizations to ensure high-quality, patient-centered care. This study provided insights into the impact of the COVID-19 pandemic on physician complaints in Alberta, emphasizing the necessity for continuous monitoring and intervention.
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