Patient Relations Measurement and Reporting to Improve Quality and Safety: Lessons from a Pilot Project

Abstract

This pilot project reinforced the value of measuring patient relations and reporting feedback to support facility- and system-level improvement. The pilot sites and provincial advisory group recommended phased implementation. This would permit healthcare organizations to standardize data collection and align with provincial indicators and categories. The next step would be voluntary data submission to Health Quality Ontario in advance of any reporting. To facilitate voluntary implementation, Health Quality Ontario included one indicator, "complaints acknowledged," in the annual Quality Improvement Plans beginning in FY 2018-2019. This will allow organizations to monitor and report on the percentage of complaints acknowledged within 2, 5 and 10 days. Implementation will evolve based on input from patients, health sector organizations, Local Health Integration Networks and the Patient Ombudsman.