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Related Experiment Videos

Developing a patient complaint tracking system to improve performance.

L W Allen1, E Creer, M Leggitt

  • 1Hartford Hospital, Connecticut 06102, USA. Lallen@harthosp.org

The Joint Commission Journal on Quality Improvement
|April 5, 2000
PubMed
Summary
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Patient satisfaction surveys benefit from analyzing complaint data. A complaint tracking system provides quantitative and qualitative insights for targeted hospital improvements.

Area of Science:

  • Healthcare Management
  • Patient Experience Research

Background:

  • Traditional patient satisfaction surveys using scaled questions offer limited insight.
  • Analyzing patient complaints as a management tool is a recent development.
  • A dedicated Complaint Management Team was established to code and report patient complaints.

Purpose of the Study:

  • To develop a comprehensive system for coding and reporting patient complaints.
  • To utilize complaint data for identifying areas of improvement in patient care and hospital services.

Main Methods:

  • Formation of a Complaint Management Team and development of a complaint coding system.
  • Creation of a database to capture complaint themes and verbatim patient feedback.
  • Generation of department-specific, location-specific, and organization-wide reports.

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Main Results:

  • Five major complaint categories identified: accommodations, quality of care, respect and caring, timeliness, and communication.
  • Initiation of improvement projects targeting parking satisfaction, staff attitudes, and noise levels.
  • Approximately 4,000 survey complaints are coded annually.

Conclusions:

  • The patient complaint tracking system facilitates data-driven improvement efforts.
  • Limitations include incomplete capture of all complaint sources and exclusive database access.
  • The system empowers staff and management to address patient concerns effectively.