Complaints and compliments assessment in developing service delivery measurement

Abstract

Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, service dissatisfaction and satisfaction feedback are able to translate the non-linear attributes for a more accurate service dissatisfaction and satisfaction feedback assessment. Service recipients of experienced Inpatient and Outpatient (IOPs) can be translated into levels of compliments and complaints to describe degrees of patient satisfaction and dissatisfaction, respectively. Compliments and complaints voiced by patients should be taken seriously. As a result, the translation of service satisfaction and service dissatisfaction based on compliments and complaints from patients in the form of satisfaction index SCi and dissatisfaction index SCa introduced a new theoretical concept of concurrent and balance measurement in evaluating customer (VOC) or VOPs feedback. In normal practice, the service improvement is usually based on complaints or dissatisfaction aspect, but the compliments or satisfaction aspect on the same service delivery was always neglected. In this study, the formulation which was based on a non-linear assessment, not only amplified the effectiveness in communicating patients' compliments and complaints in a more receptive manner but also corresponded with Kano model.

Using patient feedback to drive quality improvement in hospitals: a qualitative study

“…According to Nordin et al 26 , quality of service improvement is based largely on negative comments, while positive comments are usually neglected. We found evidence on this, and on the complexity in establishing an indicator related to compliments and complaints.…”

Facility managers’ responses to user post-occupancy feedback: a conceptual framework

“…They also stressed that lack of empathy and responsiveness affects customer satisfaction with the response to complaints. In support of this, Nordin et al (2018) deduced that responsiveness, empathy and communication were critical factors that influence customer satisfaction level in the health-care sector, while Stevens et al (2018) also pointed out that responding proactively to customer feedback prevents the chance of negative comments spreading about their services or products.…”

“…However, most studies have focused on the negative rather than the positive feedback (Nasr et al , 2018). In this context, Nordin et al (2018) developed an assessment model to achieve improved complaint handling procedures during a customer dissatisfaction investigation. Stevens et al (2018) proposed a 3 T framework comprising timeliness, transparency and trust for handling online complaints.…”

Utilização de feedback de pacientes para direcionar a melhoria da qualidade em hospitais.

“…Essa abordagem foi pouco observada na literatura, apesar de vastamente tratada pelos respondentes. Segundo Nordin et al (2018), a qualidade dos serviços de saúde é voltada a reclamações, mas os elogios são normalmente negligenciados, e sua comunicação aos pacientes deve ser eficaz. Por outro lado, o reconhecimento dos elogios pode gerar uma conduta inadequada da equipe, requisitando aos pacientes o registro de elogios.…”