[1]
H. Marsh, Do no harm: stories of life, death and brain surgery. London: Phoenix, 2014.
[2]
R. Francis, Mid Staffordshire NHS Foundation Trust Public Inquiry (Great Britain), and Great Britain. Parliament. House of Commons, Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry: executive summary, vol. HC. London: Stationery Office, 2013 [Online]. Available: http://webarchive.nationalarchives.gov.uk/20150407084003/http://www.midstaffspublicinquiry.com/sites/default/files/report/Executive%20summary.pdf
[3]
H. L. Kroening, B. Kerr, J. Bruce, and I. Yardley, ‘Patient complaints as predictors of patient safety incidents’, Patient Experience Journal, vol. 2, no. 1, pp. 94–101 [Online]. Available: http://pxjournal.org/journal/vol2/iss1/14
[4]
A. Clwyd and T. Hart, ‘A Review of the NHS Hospitals Complaints System Putting Patients Back in the Picture’. [Online]. Available: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/255615/NHS_complaints_accessible.pdf
[5]
T. W. Reader, A. Gillespie, and J. Roberts, ‘Patient complaints in healthcare systems: a systematic review and coding taxonomy’, BMJ Quality & Safety, vol. 23, no. 8, pp. 678–689, Aug. 2014, doi: 10.1136/bmjqs-2013-002437.
[6]
M. M. Bismark, M. J. Spittal, L. C. Gurrin, M. Ward, and D. M. Studdert, ‘Identification of doctors at risk of recurrent complaints: a national study of healthcare complaints in Australia’, BMJ Quality & Safety, vol. 22, no. 7, pp. 532–540, Jul. 2013, doi: 10.1136/bmjqs-2012-001691.
[7]
M. M. Bismark, ‘Relationship between complaints and quality of care in New Zealand: a descriptive analysis of complainants and non-complainants following adverse events’, Quality and Safety in Health Care, vol. 15, no. 1, pp. 17–22, Feb. 2006, doi: 10.1136/qshc.2005.015743.
[8]
M. Wessel, N. Lynoe, N. Juth, and G. Helgesson, ‘The tip of an iceberg? A cross-sectional study of the general public’s experiences of reporting healthcare complaints in Stockholm, Sweden’, BMJ Open, vol. 2, no. 1, pp. e000489–e000489, Jan. 2012, doi: 10.1136/bmjopen-2011-000489.
[9]
‘Principles of Good Complaint Handling’. [Online]. Available: http://www.ombudsman.org.uk/__data/assets/pdf_file/0005/1040/0188-Principles-of-Good-Complaint-Handling-bookletweb.pdf
[10]
‘Patient Association Peer Review Panels: Good Practice standards for NHS Complaints Handling’. [Online]. Available: http://www.patients-association.org.uk/wp-content/uploads/2014/06/Good-Practice-standards-for-NHS-Complaints-HandlingSept-2013.pdf
[11]
R. D. Friele, P. M. Reitsma, and J. D. de Jong, ‘Complaint handling in healthcare: expectation gaps between physicians and the public; results of a survey study’, BMC Research Notes, vol. 8, no. 1, Dec. 2015, doi: 10.1186/s13104-015-1479-z.
[12]
H. Marsh, ‘Infarct’, in Do no harm: stories of life, death and brain surgery, London: Phoenix, 2014, pp. 154–164 [Online]. Available: https://contentstore.cla.co.uk//secure/link?id=9bc12e07-8036-e711-80c9-005056af4099
[13]
F. Greaves, D. Ramirez-Cano, C. Millett, A. Darzi, and L. Donaldson, ‘Harnessing the cloud of patient experience: using social media to detect poor quality healthcare’, BMJ Quality & Safety, vol. 22, no. 3, pp. 251–255, Mar. 2013, doi: 10.1136/bmjqs-2012-001527.
[14]
T. Bourne et al., ‘The impact of complaints procedures on the welfare, health and clinical practise of 7926 doctors in the UK: a cross-sectional survey’, BMJ Open, vol. 5, no. 1, pp. e006687–e006687, Jan. 2015, doi: 10.1136/bmjopen-2014-006687.
[15]
‘Data on Written Complaints in the NHS 2014-15’. Aug. 26, 2015 [Online]. Available: http://www.hscic.gov.uk/catalogue/PUB18021/data-writ-comp-nhs-2014-2015-rep.pdf
[16]
‘My expectations for raising concerns and complaints’. 2014 [Online]. Available: http://www.ombudsman.org.uk/__data/assets/pdf_file/0007/28816/Vision_report.pdf
[17]
S. Kohanim, P. Sternberg, J. Karrass, W. O. Cooper, and J. W. Pichert, ‘Unsolicited Patient Complaints in Ophthalmology’, Ophthalmology, vol. 123, no. 2, pp. 234–241, Feb. 2016, doi: 10.1016/j.ophtha.2015.10.010.
[18]
R. D. Friele, S. Kruikemeier, J. J. D. J. M. Rademakers, and R. Coppen, ‘Comparing the outcome of two different procedures to handle complaints from a patient’s perspective’, Journal of Forensic and Legal Medicine, vol. 20, no. 4, pp. 290–295, May 2013, doi: 10.1016/j.jflm.2012.11.001.
[19]
W. Cunningham and H. Wilson, ‘Republished original viewpoint: Complaints, shame and defensive medicine’, Postgraduate Medical Journal, vol. 87, no. 1034, pp. 837–840, Dec. 2011, doi: 10.1136/pgmj.2011.051722rep.
[20]
D. Chacko, ‘Discussion Papers in Economic and Social History: Medical Liability Litigation: An Historical Look at the Causes for its Growth in the United Kingdom’. 2009 [Online]. Available: http://www.nuff.ox.ac.uk/economics/history/Paper77/77chacko.pdf
[21]
T. A. Brennan, ‘Incidence of adverse events and negligence in hospitalized patients: results of the Harvard Medical Practice Study I’, Quality and Safety in Health Care, vol. 13, no. 2, pp. 145–151, Apr. 2004, doi: 10.1136/qshc.2002.003822.
[22]
‘Ten Years of Maternity Claims - News Release’. [Online]. Available: http://www.nhsla.com/safety/Documents/Ten%20Years%20of%20Maternity%20Claims%20-%20News%20Release%20-%20October%202012.pdf
[23]
C. Vincent et al., ‘Learning from litigation. The role of claims analysis in patient safety’, Journal of Evaluation in Clinical Practice, vol. 12, no. 6, pp. 665–674, Dec. 2006, doi: 10.1111/j.1365-2753.2006.00634.x.
[24]
Y.-C. Chiu, ‘What drives patients to sue doctors? The role of cultural factors in the pursuit of malpractice claims in Taiwan’, Social Science & Medicine, vol. 71, no. 4, pp. 702–707, Aug. 2010, doi: 10.1016/j.socscimed.2010.04.040.
[25]
T. Hamasaki and A. Hagihara, ‘A comparison of medical litigation filed against obstetrics and gynecology, internal medicine, and surgery departments’, BMC Medical Ethics, vol. 16, no. 1, Dec. 2015, doi: 10.1186/s12910-015-0065-1.
[26]
W. F. McCool, M. Guidera, E. Griffinger, and D. Sacan, ‘Closed Claims Analysis of Medical Malpractice Lawsuits Involving Midwives: Lessons Learned Regarding Safe Practices and the Avoidance of Litigation’, Journal of Midwifery & Women’s Health, vol. 60, no. 4, pp. 437–444, Jul. 2015, doi: 10.1111/jmwh.12310.
[27]
E. Wallace, J. Lowry, S. M. Smith, and T. Fahey, ‘The epidemiology of malpractice claims in primary care: a systematic review’, BMJ Open, vol. 3, no. 7, pp. e002929–e002929, Jul. 2013, doi: 10.1136/bmjopen-2013-002929.
[28]
C. Vincent, A. Phillips, and M. Young, ‘Why do people sue doctors? A study of patients and relatives taking legal action’, The Lancet, vol. 343, no. 8913, pp. 1609–1613, Jun. 1994, doi: 10.1016/S0140-6736(94)93062-7.
[29]
T. Hamasaki and A. Hagihara, ‘Physicians’ explanatory behaviours and legal liability in decided medical malpractice litigation cases in Japan’, BMC Medical Ethics, vol. 12, no. 1, 2011, doi: 10.1186/1472-6939-12-7.
[30]
C. Vincent et al., ‘Learning from litigation: an analysis of claims for clinical negligence’. [Online]. Available: http://www.birmingham.ac.uk/Documents/college-mds/haps/projects/cfhep/psrp/finalreports/PS006FinalReportVol2Walshe.pdf
[31]
G. A. Markides and C. M. Newman, ‘Medical malpractice claims in relation to colorectal malignancy in the National Health Service’, Colorectal Disease, vol. 16, no. 1, pp. 48–56, Jan. 2014, doi: 10.1111/codi.12408.
[32]
J. E. Raine, ‘An analysis of successful litigation claims in children in England’, Archives of Disease in Childhood, vol. 96, no. 9, pp. 838–840, Sep. 2011, doi: 10.1136/adc.2011.212555.
[33]
H. N. Purushothaman, R. Wilson, and M. J. Michell, ‘Medico-legal issues in breast imaging’, Clinical Radiology, vol. 67, no. 7, pp. 638–642, Jul. 2012, doi: 10.1016/j.crad.2011.08.027.
[34]
J. L. Morgan and R. Vijh, ‘Trends in malpractice litigation in relation to the delivery of breast care in the National Health Service’, The Breast, vol. 22, no. 5, pp. 964–967, Oct. 2013, doi: 10.1016/j.breast.2013.05.004.
[35]
V. White, A. Nath, and G. Stansby, ‘Litigation claims relating to venous thromboembolism in the NHS’, Phlebology: The Journal of Venous Disease, vol. 30, no. 6, pp. 389–396, Jul. 2015, doi: 10.1177/0268355514537487.
[36]
P. Fenn et al., ‘The epidemiology of error: an analysis of databases of clinical negligence litigation’. [Online]. Available: https://www.researchgate.net/profile/Charles_Vincent3/publication/237252669_The_Epidemiology_of_Error_An_Analysis_of_Databases_of_Clinical_Negligence_Litigation/links/53f7bec00cf24ddba7db2591.pdf
[37]
R. G. Mathew, V. Ferguson, and M. Hingorani, ‘Clinical Negligence in Ophthalmology: Fifteen Years of National Health Service Litigation Authority Data’, Ophthalmology, vol. 120, no. 4, pp. 859–864, Apr. 2013, doi: 10.1016/j.ophtha.2012.01.009.
[38]
N. Ali, ‘A decade of clinical negligence in ophthalmology’, BMC Ophthalmology, vol. 7, no. 1, 2007, doi: 10.1186/1471-2415-7-20.
[39]
S. E. Pegalis and B. S. Bal, ‘Closed Medical Negligence Claims Can Drive Patient Safety and Reduce Litigation’, Clinical Orthopaedics and Related Research®, vol. 470, no. 5, pp. 1398–1404, May 2012, doi: 10.1007/s11999-012-2308-5.
[40]
M.-A. Durand, B. Moulton, E. Cockle, M. Mann, and G. Elwyn, ‘Can shared decision-making reduce medical malpractice litigation? A systematic review’, BMC Health Services Research, vol. 15, no. 1, Dec. 2015, doi: 10.1186/s12913-015-0823-2.
[41]
W. Levinson, ‘Physician-Patient Communication’, JAMA, vol. 272, no. 20, Nov. 1994, doi: 10.1001/jama.1994.03520200075039.
[42]
P. Goldsmith, J. Moon, P. Anderson, S. Kirkup, S. Williams, and M. Gray, ‘Do clinical incidents, complaints and medicolegal claims overlap?’, International Journal of Health Care Quality Assurance, vol. 28, no. 8, pp. 864–871, Oct. 2015, doi: 10.1108/IJHCQA-06-2015-0081.
[43]
Wofford, Marcia M. MD, ‘Patient Complaints about Physician Behaviors: A Qualitative Study’, Academic Medicine, vol. 79, no. 2, pp. 134–138 [Online]. Available: http://ovidsp.ovid.com/ovidweb.cgi?T=JS&CSC=Y&NEWS=N&PAGE=fulltext&AN00001888-200402000-00008&LSLINK=80&D=ovft
[44]
D. Roter, ‘The Patient-Physician Relationship and its Implications for Malpractice Litigation’, Journal of Health Care Law and Policy, vol. 9, no. 2, pp. 304–313, 2006 [Online]. Available: http://digitalcommons.law.umaryland.edu/jhclp/vol9/iss2/7/
[45]
A. Samanta, M. M. Mello, C. Foster, J. Tingle, and J. Samanta, ‘THE ROLE OF CLINICAL GUIDELINES IN MEDICAL NEGLIGENCE LITIGATION: A SHIFT FROM THE BOLAM STANDARD?’, Medical Law Review, vol. 14, no. 3, pp. 321–366, Sep. 2006, doi: 10.1093/medlaw/fwl010.
[46]
R. Mulheron, ‘TRUMPING BOLAM: A CRITICAL LEGAL ANALYSIS OF BOLITHO’S "GLOSS”’, The Cambridge Law Journal, vol. 69, no. 03, pp. 609–638, Nov. 2010, doi: 10.1017/S0008197310000826.
[47]
M. Brazier and J. Miola, ‘Bye-bye Bolam: a medical litigation revolution?’, Medical Law Review, vol. 8, no. 1, pp. 85–114, Jan. 2000, doi: 10.1093/medlaw/8.1.85.
[48]
‘Penney and others v East Kent Health Authority’, vol. 55, 1999 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4FNG-MXM0-TWW8-X0YN&csi=280209&oc=00240&perma=true&elb=t
[49]
‘AB and others v Leeds Teaching Hospital NHS Trust and another’, vol. 77, 2004 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4FNG-MXN0-TWW8-X01J&csi=280209&oc=00240&perma=true&elb=t
[50]
‘BOLAM v. FRIERN HOSPITAL MANAGEMENT COMMITTEE .’, Weekly Law Reports (ICLR), vol. 1, 1957 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=5FJH-TCR1-F00Y-N14Y&csi=417192&oc=00240&perma=true&elb=t
[51]
‘Bolam v Friern Hospital Management Committee’, All England Law Reports, vol. 2, 1957 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4CRN-PP50-TWP1-60FY&csi=274668&oc=00240&perma=true&elb=t
[52]
‘BOLITHO APPELLANT AND CITY AND HACKNEY HEALTH AUTHORITY RESPONDENTS’, ICLR: Appeal Cases, 1997 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4K4W-PD40-TXD8-600Y&csi=296986&oc=00240&perma=true&elb=t
[53]
‘Wilsher v Essex Area Health Authority’, All England Law Reports, vol. 1, 1988 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4CSP-49F0-TWP1-60WD&csi=274668&oc=00240&perma=true&elb=t
[54]
‘Chester v Afshar’, All England Law Reports, vol. 4, 2004 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4DS2-FHW0-TWP1-601T&csi=274668&oc=00240&perma=true&elb=t
[55]
‘HOTSON RESPONDENT AND EAST BERKSHIRE AREA HEALTH AUTHORITY APPELLANTS’, ICLR: Appeal Cases, 1987 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4K4W-PD40-TXD8-60CB&csi=296986&oc=00240&perma=true&elb=t
[56]
‘Gregg v Scott’, vol. 71, 2002 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4FNG-MXN0-TWW8-X0FB&csi=280209&oc=00240&perma=true&elb=t
[57]
‘Bailey v Ministry of Defence and another’, All England Reporter, 2007 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4R9H-64D0-TWP1-70VS&csi=274665&oc=00240&perma=true&elb=t
[58]
‘Gouldsmith v Mid Staffordshire General Hospitals NHS Trust’, All England Reporter, 2007 [Online]. Available: http://www.lexisnexis.com/uk/legal/docview/getDocForCuiReq?lni=4SPK-6KK0-TWP1-71KH&csi=274665&oc=00240&perma=true&elb=t
[59]
J. H. Robertson and A. M. Thomson, ‘An exploration of the effects of clinical negligence litigation on the practice of midwives in England: A phenomenological study’, Midwifery, vol. 33, pp. 55–63, Feb. 2016, doi: 10.1016/j.midw.2015.10.005.
[60]
O. Ortashi, J. Virdee, R. Hassan, T. Mutrynowski, and F. Abu-Zidan, ‘The practice of defensive medicine among hospital doctors in the United Kingdom’, BMC Medical Ethics, vol. 14, no. 1, 2013, doi: 10.1186/1472-6939-14-42.
[61]
J. Vaughan, ‘Gross negligence manslaughter and the healthcare professional’, The Bulletin of the Royal College of Surgeons of England, vol. 98, no. 2, pp. 60–62, Feb. 2016, doi: 10.1308/rcsbull.2016.60.
[62]
Y. W. Cheng, J. M. Snowden, S. J. Handler, I. B. Tager, A. E. Hubbard, and A. B. Caughey, ‘Litigation in obstetrics: does defensive medicine contribute to increases in cesarean delivery?’, The Journal of Maternal-Fetal & Neonatal Medicine, vol. 27, no. 16, pp. 1668–1675, Nov. 2014, doi: 10.3109/14767058.2013.879115.
[63]
E. Asher et al., ‘Defensive Medicine among Obstetricians and Gynecologists in Tertiary Hospitals’, PLoS ONE, vol. 8, no. 3, Mar. 2013, doi: 10.1371/journal.pone.0057108.
[64]
Lisa M. Reisch, ‘Medical Malpractice Concerns and Defensive Medicine’, American Journal of Clinical Pathology, vol. 144, no. 6, pp. 916–922, 2015, doi: 10.1309/AJCP80LYIMOOUJIF.
[65]
W. Cunningham and H. Wilson, ‘Republished original viewpoint: Complaints, shame and defensive medicine’, Postgraduate Medical Journal, vol. 87, no. 1034, pp. 837–840, Dec. 2011, doi: 10.1136/pgmj.2011.051722rep.
[66]
L. Nash, C. Tennant, and M. Walton, ‘The psychological impact of complaints and negligence suits on doctors’, Australasian Psychiatry, vol. 12, no. 3, pp. 278–281, Jan. 2004, doi: 10.1080/j.1039-8562.2004.02079.x.
[67]
J. Burrows, ‘Telling Tales and Saving Lives: Whistleblowing--The Role of Professional Colleagues in Protecting Patients from Dangerous Doctors’, Medical Law Review, vol. 9, no. 2, pp. 110–129, Jun. 2001, doi: 10.1093/medlaw/9.2.110.
[68]
R. Mannion and H. T. Davies, ‘Cultures of Silence and Cultures of Voice: The Role of Whistleblowing in Healthcare Organisations’, International Journal of Health Policy and Management, vol. 4, no. 8, pp. 503–505, Jun. 2015, doi: 10.15171/ijhpm.2015.120.
[69]
S. R. Francis, ‘Report: Freedom to Speak Up Review’. [Online]. Available: http://webarchive.nationalarchives.gov.uk/20150218150343/http://freedomtospeakup.org.uk/the-report/
[70]
‘Speak up for a healthy NHS: How to implement and review whistleblowing arrangements in your organisation’. The Social Partnership Forum, 2010 [Online]. Available: http://www.pcaw.org.uk/files/SpeakupNHS.pdf
[71]
‘Freedom to Speak Up: An independent review into creating an open and honest reporting culture in the NHS - Executive Summary’. [Online]. Available: http://webarchive.nationalarchives.gov.uk/20150218150343/https://freedomtospeakup.org.uk/wp-content/uploads/2014/07/F2SU_Executive-summary.pdf
[72]
A. Jones and D. Kelly, ‘Whistle-blowing and workplace culture in older peoples’ care: qualitative insights from the healthcare and social care workforce’, Sociology of Health & Illness, vol. 36, no. 7, pp. 986–1002, Sep. 2014, doi: 10.1111/1467-9566.12137.
[73]
J. Blenkinsopp and N. Snowden, ‘What About Leadership? Comment on “Cultures of Silence and Cultures of Voice: The Role of Whistleblowing in Healthcare Organisations”’, International Journal of Health Policy and Management, vol. 5, no. 2, pp. 125–127, Oct. 2015, doi: 10.15171/ijhpm.2015.193.
[74]
D. Kelly and A. Jones, ‘When care is needed: the role of whistleblowing in promoting best standards from an individual and organizational perspective’, Quality in Ageing and Older Adults, vol. 14, no. 3, pp. 180–191, Sep. 2013, doi: 10.1108/QAOA-05-2013-0010.
[75]
S. R. Cleary and K. E. Doyle, ‘Whistleblowing Need not Occur if Internal Voices Are Heard: From Deaf Effect to Hearer Courage Comment on “Cultures of Silence and Cultures of Voice: The Role of Whistleblowing in Healthcare Organisations”’, International Journal of Health Policy and Management, vol. 5, no. 1, pp. 59–61, Sep. 2015, doi: 10.15171/ijhpm.2015.177.
[76]
D. Jackson et al., ‘Whistleblowing: An integrative literature review of data-based studies involving nurses’, Contemporary Nurse, vol. 48, no. 2, pp. 240–252, Oct. 2014, doi: 10.1080/10376178.2014.11081946.
[77]
‘Raising Concerns at Work - Whistleblowing Guidance for Workers and Employers in Health and Social Care’. [Online]. Available: http://wbhelpline.org.uk/wp-content/uploads/2014/04/Raising-Concerns-at-Work.pdf
[78]
J. Blenkinsopp and N. Snowden, ‘What About Leadership? Comment on “Cultures of Silence and Cultures of Voice: The Role of Whistleblowing in Healthcare Organisations”’, International Journal of Health Policy and Management, vol. 5, no. 2, pp. 125–127, Oct. 2015, doi: 10.15171/ijhpm.2015.193.
[79]
B. Bjørkelo, ‘Workplace bullying after whistleblowing: future research and implications’, Journal of Managerial Psychology, vol. 28, no. 3, pp. 306–323, Mar. 2013, doi: 10.1108/02683941311321178.