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Updated: Jun 30, 2026
07:50
A Metadata Extraction Approach for Clinical Case Reports to Enable Advanced Understanding of Biomedical Concepts
Published on: September 20, 2018
Content analysis of patient complaints
Theresa Montini1, Alice A Noble, Henry Thomas Stelfox
1Department of Cardiology and Comprehensive Care, New York University College of Dentistry, New York, NY, USA.
Summary
A standardized taxonomy for inpatient complaints was developed, improving quality improvement and patient satisfaction. This new coding system helps analyze patient feedback for better healthcare services.
Area of Science:
- Healthcare Quality Improvement
- Patient Experience Research
- Health Services Management
Background:
- Patient complaints offer valuable insights for healthcare quality improvement.
- Existing coding schemes for patient complaints are fragmented and lack standardization.
- A unified system is needed to effectively analyze and act on patient feedback.
Purpose of the Study:
- To develop a universally adoptable standard taxonomy for inpatient complaints.
- To create a consistent framework for classifying and analyzing patient grievances.
- To facilitate data-driven improvements in healthcare service delivery.
Main Methods:
- Synthesized coding schemes from eight previous patient complaint studies.
- Revised the taxonomy through content analysis of patient complaints.
- Validated the taxonomy using data from two Boston area hospitals.
Main Results:
- Developed a taxonomy with 22 patient complaint codes and 5 provider codes.
- Achieved good inter-rater reliability for complaint coding (median Kappa 0.66).
- Identified key complaint areas: unprofessional conduct (19%), communication (17%), care (16%), and wait times (11%).
Conclusions:
- Standardized coding of patient complaints can enhance quality improvement initiatives.
- A unified taxonomy supports better patient satisfaction and targeted changes in patient care.
- This framework provides a foundation for systematic analysis of patient feedback across institutions.
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