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Handling complaints in hospitals.

G van der Wal¹, P Lens

¹Medical Inspectorate of Health for the Province of North-Holland, Haarlem, The Netherlands.

Health Policy (Amsterdam, Netherlands)

|December 9, 1994

Summary

Hospital complaints procedures in North-Holland are improving, with most hospitals having established rules. However, promptness and independence in handling patient complaints require further enhancement for better patient advocacy.

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Area of Science:

Healthcare Management
Patient Advocacy

Background:

Effective patient complaint procedures are crucial for hospital quality improvement.
Assessing the independence and efficiency of these procedures is vital for patient satisfaction.

Purpose of the Study:

To evaluate the current state of hospital complaints procedures in North-Holland.
To determine the degree of independence in the functioning of these procedures.

Main Methods:

A survey was conducted among 21 hospitals in North-Holland.
Hospital management completed questionnaires regarding their complaints procedures prior to site visits.

Main Results:

Nineteen out of 21 hospitals had established rules for handling complaints.
Complaints committees were present in 18 hospitals, with management involvement varying.
Prompt resolution (within two months) was lacking in a quarter of the hospitals.

Conclusions:

Hospital complaints procedures in North-Holland show progress.
Significant variation exists in the adequacy of these procedures across hospitals.
Improvements are needed in ensuring promptness and independence of complaint handling.

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