Incidents, major incidents, and complaints
Our professional work daily and with passion to give patients the best care. Sometimes unfortunately things do not go according to plan, and an incident or major incident may occur. A patient may also have an unpleasant experience and make a complaint. In all cases our policy is to help the patient in question and/or their family members to the best of our ability, and to learn actively from an incident, major incident or complaint. We hereby want to prevent similar situations in the future and further improve the quality of our care and the safety of our patients.
Figure 1: Number of patient-care incidents reported (MIP)
2023 saw a slight drop in the total number of incidents compared to 2022. There were 115 less reports (3% decrease). The decrease is slightly smaller than in the previous two years (4.9% and 5.5%).
Figure 2: Number of reports of (possible) major incidents
Internal reports | Potential incidents | Ultimate incidents | ||
2016 | 136 | 66 | 42 | |
2017 | 98 | 49 | 32 | |
2018 | 71 | 39 | 25 | |
2019 | 74 | 43 | 21 | |
2020 | 57 | 21 | 18 | |
2021 | 55 | 23 | 8 | |
2022 | 58 | 21* | 4* | |
2023 | 59 | 24* | 11* |
*not yet finalized
The number of internal major-incidents reports, reports to the Inspection for Healthcare and Youth (IGJ) and investigations leading to the conclusion ‘major incident’, remained more or less at the same level in 2023 than in previous years (2020-2022).
Figure 3: Number of complaints at Complaints Mediation
The total number of complaints in 2023 was slightly up from 2022, partly due to a different way of registering. Complaints can now also be submitted as notification, which means that the threshold for submitting a complaint is now even lower. Most of the complaints had to do, as in previous years, with treatment and care, and communication and harassment. We saw a slight increase in complaints about access times for outpatients (first consultation after referral), the waiting list for the OR, and changes in our healthcare offer.
