Patient complaints as predictors of patient safety incidents

Kroening, Helen L; Kerr, Bronwyn; Bruce, James W.; Yardley, Iain

doi:10.35680/2372-0247.1052

Cited by 12 publications

(17 citation statements)

References 26 publications

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“…Increasingly, however, there have been calls to better use the information communicated to healthcare services through complaints 14 5 HCAT addresses these calls to identify and record the value and insight in patient reported experiences. Specifically, HCAT provides a reliable and theoretically robust framework through which healthcare complaints can be monitored, learnt from and examined in relation to healthcare outcomes.…”

Section: Resultsmentioning

confidence: 99%

“…5 There is already evidence that complaints predict individual outcomes;74 the next question is whether a pattern of complaints can predict organisation-level outcomes. For example: Do severe clinical complaints correlate with hospital-level mortality or safety incidents?…”

Section: Discussionmentioning

confidence: 99%

“…5 It is increasingly recognised that patients can provide reliable data on a range of issues,6–12 and healthcare complaints have been shown to reveal problems in patient care (eg, medical errors, breaching clinical standards, poor communication) not captured through safety and quality monitoring systems (ie, incident reporting, case review and risk management) 13–15. Patients are valuable sources of data for multiple reasons.…”

Section: Introductionmentioning

confidence: 99%

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The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning

2016

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BackgroundLetters of complaint written by patients and their advocates reporting poor healthcare experiences represent an under-used data source. The lack of a method for extracting reliable data from these heterogeneous letters hinders their use for monitoring and learning. To address this gap, we report on the development and reliability testing of the Healthcare Complaints Analysis Tool (HCAT).MethodsHCAT was developed from a taxonomy of healthcare complaints reported in a previously published systematic review. It introduces the novel idea that complaints should be analysed in terms of severity. Recruiting three groups of educated lay participants (n=58, n=58, n=55), we refined the taxonomy through three iterations of discriminant content validity testing. We then supplemented this refined taxonomy with explicit coding procedures for seven problem categories (each with four levels of severity), stage of care and harm. These combined elements were further refined through iterative coding of a UK national sample of healthcare complaints (n= 25, n=80, n=137, n=839). To assess reliability and accuracy for the resultant tool, 14 educated lay participants coded a referent sample of 125 healthcare complaints.ResultsThe seven HCAT problem categories (quality, safety, environment, institutional processes, listening, communication, and respect and patient rights) were found to be conceptually distinct. On average, raters identified 1.94 problems (SD=0.26) per complaint letter. Coders exhibited substantial reliability in identifying problems at four levels of severity; moderate and substantial reliability in identifying stages of care (except for ‘discharge/transfer’ that was only fairly reliable) and substantial reliability in identifying overall harm.ConclusionsHCAT is not only the first reliable tool for coding complaints, it is the first tool to measure the severity of complaints. It facilitates service monitoring and organisational learning and it enables future research examining whether healthcare complaints are a leading indicator of poor service outcomes. HCAT is freely available to download and use.

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Section: Resultsmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning

2016

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“…(2015) comment: "Patient complaints can highlight specific risks to patient safety and act as an early warning system" [14].…”

Section: Incident Reports/complaints: An Early Warning Systemmentioning

confidence: 99%

Wind Turbine Incident/Complaint Reports in Ontario, Canada: A Review—Why Are They Important?

Krogh¹,

Wilson²,

Harrington³

2019

OALib

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Background: The introduction of industrial wind turbines into quiet rural environments in Ontario, Canada has resulted in complaints about environmental noise and adverse health effects. Ontario has a process whereby residents can report noise to government. Official government records of Incident Reports/Complaints submitted by residents living near operating wind turbine installations were obtained through a Freedom of Information request. This article presents an evaluation of this process while commenting on the significance of Incident Reports/Complaints. Methods: Government records of Incident Reports/Complaints were analysed. Peer reviewed publications, conference presentations, judicial proceedings, government resources, and other sources were evaluated and considered in context with the topic under discussion. Objectives: The purpose of this article is to present the role and significance of Incident Reports/Complaints and discuss the value of these when assessing outcomes related to the introduction of wind turbines into a quiet rural environment. Results: Government records document 4574 Incident Reports/Complaints received by Ontario's hotline (2006-2016). There was no ministry response to over 50% of more than 3000 submitted formal complaints (2006-2014). Another 30% were noted as "deferred" response. Only 1% of the reports received a priority response. Provincial Officers noted in summary reports that people were reporting health effects such as: headache, sleep deprivation, annoyance, and ringing or pressure sensation in the head and ears. Health effects were reported many times including those occurring among children. Discussion: In the case of wind power installations, Incident Reports/Complaints are an important source of information for evaluating outcomes of introducing a new noise source into a How to cite this paper:

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“…En ese sentido, la perspectiva del paciente es importante, debido a su sensibilidad y capacidad para reconocer una amplia gama de problemas de las atenciones de salud recibidas, por la visión diferente que tienen de los problemas frente a los reportados por el personal de salud. Por tanto, las reclamaciones proporcionan una importante información adicional para la organización de salud sobre cómo mejorar los procesos de atención (7,8) .…”

Section: Introductionunclassified

Reclamaciones de pacientes en el servicio de emergencia adultos de un hospital de tercer nivel de atención

Alamo-Palomino¹,

Matzumura-Kasano²,

Crespo³

2020

RFMH

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Patient complaints as predictors of patient safety incidents

Cited by 12 publications

References 26 publications

The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning

The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning

Wind Turbine Incident/Complaint Reports in Ontario, Canada: A Review—Why Are They Important?

Reclamaciones de pacientes en el servicio de emergencia adultos de un hospital de tercer nivel de atención

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