What We Have Learned

Researchers at CPPA have learned that physicians who generate high numbers of patient complaints are:

  • A small subset of all physicians with complaints
  • Associated with a disproportionate number of complaints
  • Responsible for more than 40% of Risk Management file openings and posted indemnity reserves
  • Are the cause of 50-60% of dollars paid out in costs, settlements and awards
  • Involved in more high dollar cases
  • Not limited to specific medical specialties
  • Found to give similar explanations or pushbacks for the patient complaints

CPPA researchers have learned that monitoring patient and staff complaints may allow for early identification of and intervention with high-risk physicians before malpractice claims accumulate. The research also demonstrates the effectiveness of data-driven, peer-based interventions for producing behavior and performance change in healthcare professionals.

Since the introduction of PARS at Vanderbilt, the institution has not only demonstrated a continuous downward trend in risk management events and professional liability claims with expenses, but by using the PARS Process VUMC has raised its hand hygiene compliance to over 90%. Other institutions using PARS have also experienced a similar downward trend in their claims experience.