Investigating Complaints Filed against the Medical Staff in Kerman Healthcare Organization before and after the COVID-19 Epidemic during 2018-19

Background: Patients’ complaints against hospital staff reflect dissatisfaction with care and service, indicating gaps in the healthcare delivery system. This study investigates the causes of complaints against medical staff referred to the Kerman healthcare organization before and after the COVID-19 epidemic. Methods: This cross-sectional study examined claims filed against medical staff during two years—2018 (before COVID-19) and 2019 (after COVID-19). The data, collected from 154 forensic medical cases (120 in 2018, 34 in 2019), included the year of complaint, complaint outcome, reasons, and defendant’s education level. Results: Indictments were issued for 31.2% (48 cases), prohibition of prosecution for 63.6% (98 cases), and suspension of prosecution for 8.2% (8 cases). Complaints due to complications were 61% (94 cases), mostly before COVID-19 (74 cases). Complaints due to patient death increased post-COVID-19 (8.4%, 13 cases). After the epidemic, most complaints were against physicians (70.5%) and dentists (20.6%) (p=0.001). Before COVID-19, complaints were highest among gynecologists and obstetricians (18.3%), surgical specialists (14.2%), and general practitioners (9.2%). Post-COVID-19, the highest complaints were against surgical specialists (20.6%), dentists (20.6%), and orthopedic specialists (17.6%). Conclusion: Complaints against medical staff decreased post-COVID-19 compared to the previous year. The highest complaints were against gynecologists and obstetricians, surgical specialists, dentists, and orthopedic specialists. Common causes included death, complications due to lack of skill, and carelessness. Monitoring the performance of specialties with the highest complaints is necessary.