Regulating healthcare complaints: a literature review

Beaupert, Fleur; Carney, Terry; Chiarella, Mary; Satchell, Claudette; Walton, Merrilyn; Bennett, Belinda; Kelly, Patrick J.

doi:10.1108/ijhcqa-05-2013-0053

Cited by 30 publications

(26 citation statements)

References 65 publications

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“…A systematic review published in 2014 [34] highlighted the importance of strategic and responsive approaches to health complaints governance, including ‘ networked governance and flexible or responsive regulation ’, and the need to better understand how best to collect and harness complaints data to systematically improve service quality. The authors also argued for the need to examine the processes of complaints in health and social system contexts to make these processes fairer and better able to meet the complex needs of complainants, health professionals and society [34]. …”

Section: Resultsmentioning

confidence: 99%

“…Issues of safety and quality of care account for 33.7% of all complaints, management-related issues (processes related to admission, discharge, billing, finances, referrals) for 35.1%, and problems in staff–patient relationships (behaviour, conduct, communication) for 29.1%. Another systematic review showed that in most parts of the world, complaint rates are low when compared to preventable adverse events; that certain groups use available complaint procedures more than others; and that people are more likely to complain informally than formally [34]. A review of 5,375 patient records from 14 hospitals in the Netherlands compared preventable adverse events with informal and formal patient complaints, medico-legal claims by patients and incident reports by staff [35].…”

Section: Introductionmentioning

confidence: 99%

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Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Mirzoev

Kane

2018

Global Health Action

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Background: Information from patient complaints – a widely accepted measure of patient satisfaction with services – can inform improvements in service quality, and contribute towards overall health systems performance. While analyses of data from patient complaints received much emphasis, there is limited published literature on key interventions to improve complaint management systems. Objectives: The objectives are two-fold: first, to synthesise existing evidence and provide practical options to inform future policy and practice and, second, to identify key outstanding gaps in the existing literature to inform agenda for future research. Methods: We report results of review of the existing literature. Peer-reviewed published literature was searched in OVID Medline, OVID Global Health and PubMed. In addition, relevant citations from the reviewed articles were followed up, and we also report grey literature from the UK and the Netherlands. Results: Effective interventions can improve collection of complaints (e.g. establishing easy-to-use channels and raising patients’ awareness of these), analysis of complaint data (e.g. creating structures and spaces for analysis and learning from complaints data), and subsequent action (e.g. timely feedback to complainants and integrating learning from complaints into service quality improvement). No one single measure can be sufficient, and any intervention to improve patient complaint management system must include different components, which need to be feasible, effective, scalable, and sustainable within local context. Conclusions: Effective interventions to strengthen patient complaints systems need to be: comprehensive, integrated within existing systems, context-specific and cognizant of the information asymmetry and the unequal power relations between the key actors. Four gaps in the published literature represent an agenda for future research: limited understanding of contexts of effective interventions, absence of system-wide approaches, lack of evidence from low- and middle-income countries and absence of focused empirical assessments of behaviour of staff who manage patient complaints.

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Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Mirzoev

Kane

2018

Global Health Action

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“…Avhengighetsforhold mellom pasient-helsepersonell, sykdomsforløpenes dynamiske karakter og komplisert regelverk er viktige grunner til lav klagefrekvens i mange andre land (Beaupert et al, 2014), og trolig også i Norge. Manglende kjennskap til og forståelse av regelverket, må antas å vaere en viktig faktor når det gjelder manglende klagefrekvens.…”

Section: Diskusjonunclassified

“…Det er økende internasjonal interesse for å forske på klager i helsetjenestene (Beaupert et al, 2014). En litteraturstudie utgått fra et australsk forskningsmiljø viser at forskningen på dette feltet i all hovedsak har konsentrert seg om å kartlegge klagehyppigheten og hva man klager på, egenskaper ved klageren og utfallet av klager i ulike helsetjenestekontekster (Beaupert et al, 2014, s. 508).…”

Section: Diskusjonunclassified

Kapittel 9: Endringer i klageregler

Bøyum-Folkeseth¹,

Kirchhoff²

2018

Det Regionale I Det Internasjonale

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SAMMENDRAG Vi diskuterer rettssikkerhetsmessige aspekter ved endringene i klageregler for pasienter i primaerhelsetjenestene. Endringene synes ikke å ha ført til økt rettssikkerhet for pasienter. INNLEDNINGEn utvikling mot en mer bruker-/pasientorientert (heretter bare pasient) politikk startet omtrent på 1970-tallet. Dette ble først og fremst ledet an av land i den vestlige verden. Omtrent på 1980-tallet kom denne politikken for alvor på den internasjonale agendaen. Senere, på midten av 1990-tallet, erklaerte WHO The Decla-

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“…[28] Communication as a precipitating factor in health care complaints clearly demands more attention. [29] Similarly, a 2012 report from the UK highlighted a 23 per cent increase in complaints against health professionals in relation to communication. [30] Communication skills are often a core competency required by registration bodies.…”

Section: Introductionmentioning

confidence: 99%