The organisational response to patient complaints: a case study in Taiwan

Hsieh, Sophie Yahui; Thomas, David Chandler; Rotem, Arie

doi:10.1108/09526860510602578

Cited by 18 publications

(12 citation statements)

References 15 publications

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“…Similar findings were reported from a more recent systematic review of critical incident reporting system conducted by Health Quality Ontario in Canada [75]. Within the context of patient complaints, this evidence highlights the importance of training front-line staff in complaints handling, including, on how to deal with patient emotion or aggression associated with complaints, and in recognising possible patterns and ‘domino effects’ (index complaints may represent a series of previously un-reported grievances) [15,16]. Receiving complaints can also be a difficult experience for individual providers or facilities, and may affect subsequent behaviour, for example over- or under-investigation and response [17].…”

Section: Resultsmentioning

confidence: 99%

“…A common database and systematic approach to recording, helps avoid complaints being viewed as one-off incidents. It allows data to be examined for patterns, and to form the basis for service QI [5,7,10,16]. …”

Section: Resultsmentioning

confidence: 99%

“…Train staff on how to deal with patient emotion, recognise patterns and communicate effectively [15,16,76–78]…”

Section: Discussionmentioning

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: Resultsmentioning

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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“…However, the complaints might be turned to advantage by a learning organization, and act as one of the benchmarks used to assess the quality of care delivered, make interventions and thereby minimize the number of complaints. It is evident that the hospitals do not use patient complaints as a source of learning that could have promoted higher standards of care 4 . It is therefore necessary to encourage further research to ensure more appropriate use of patient complaints to improve quality of care.…”

Section: Introductionmentioning

confidence: 99%

A 22 month study of patient complaints at a National Health Service hospital

Siyambalapitiya

Caunt

Harrison

et al. 2007

Int J of Nursing Practice

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Patient complaints are an important source of information for service improvements. We audited patient complaints made about medical care in a National Health Service District general hospital over a 22 month period. Complaints were about medical care, nursing care, attitudes of staff, poor communication, clinical delay (9%) and hospital environment. The complaints department closed 66% complaints within 20 days. The majority of the complaints were directly related to clinical care, poor communication, attitudes of staff and nursing care. However, 99% of patients were satisfied with an explanation and an apology indicating that almost all have been due to a lack of good communication than due to real deficiencies in the clinical care. The hospital management has investigated the majority of cases within 20 days and has made several policy changes after the investigations.

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“…[2] However, it is evident that the hospitals do not use patient complaints as a source of learning to promote higher standards of care. [3] Consumers are becoming better informed and more aware of their rights, leading to a rise in complaints about the quality of healthcare. It is therefore necessary to encourage further research to ensure more appropriate use of patient complaints.…”

Section: Introductionmentioning

confidence: 99%

Patient and relative complaints in a hospital emergency department: a 4-year analysis

Zengin

Yavuz

et al. 2012

Tr J Emerg Med

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ÖZET Amaç Hasta ve yakınlarının şikâyetleri, hizmet iyileştirmeleri için önemli bir bilgi kaynağıdır. Bu çalışmada; düzeltici önlemler almak amacıyla, hasta ve yakınlarının acil servis hakkında şikâyetleri değerlendirildi. Gereç ve Yöntem SUMMARY ObjectivesComplaints by patients and their relatives are an important source of information for service improvement. In order to take remedial measures, the present study evaluated the complaints of patients and their relatives about our emergency department (ED). MethodsRecords of all patient complaints, from June 2008 to June 2012, were retrieved from the Quality Improvement Unit (QIU) archives. All complainants were contacted by phone. The socio-demographic profiles of complainants, their reasons for complaints, and the outcomes were analyzed using the SPSS statistical package. ResultsThe results revealed that 54 complaints have been made against our ED over four years relating to medical care, staff attitudes, waiting time, and financial reasons. Of the complainants, 75.9% were male (n=41), and 24.1% (n=13) were female. The majority (29.7%, 20.4%) of the complaints were due to medical care and attitude problems. Most complaints were made for green code patients (55.6%). The majority of complaints were about emergency physicians (38.9%). Complaint frequency was 0.18 per 1.000 visits. ConclusionsComplaints are potentially useful quality assurance tools, and can identify remediable system flaws. The main causes of complaints are medical care, staff attitude, and waiting time, and many of these causes are remediable.

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The organisational response to patient complaints: a case study in Taiwan

Cited by 18 publications

References 15 publications

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

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

A 22 month study of patient complaints at a National Health Service hospital

Patient and relative complaints in a hospital emergency department: a 4-year analysis

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