What can osteopaths learn from concerns and complaints raised against them? A review of insurance and regulator reports

BackgroundAll regulated health care professions have formal procedures for dealing with complaints. We often hear about the major complaints but we have few data about the everyday concerns reported, that can if not managed well, escalate into major issues.ObjectiveTo collect information about concerns and complaints made about osteopaths to encourage reflective learning and better understanding about how to avoid such incidents.DesignA two year review of concerns and complaints made about osteopaths and their osteopathic care.MethodOsteopathic professional indemnity insurance providers, the osteopathic regulator and the professional representative organisation in the UK collected and categorised data about any concern or complaint they received. A standardised system was used to classify concerns relating to: conduct, clinical care, criminal convictions and adjunctive therapy.ResultsA total of 203 complaints and concerns were raised in 2013 and 257 in 2014. In 2013 and 2014, 55% and 42% respectively were about conduct including poor communication resulting in failure to obtain informed consent, and communicating inappropriately or ineffectively. Concerns raised about clinical care (42% of all concerns in 2014 and 54% in 2014) focused on treatment causing new or increased pain or injury, inappropriate treatment, or treatment not justified.ConclusionsMost concerns were related to patient practitioner communication and the application of treatment. Improving the management of expectations, seeking informed consent, and communicating with patients professionally about the treatment they receive and why, coupled with competent technique application may reduce the number and types of concerns reported.