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Taking patients' voices into account within quality systems: a comparative study
1Department of Healthcare Information and Management, Ming-Chuan University, Taoyuan, Taiwan. hsieh_yahui@hotmail.com
International Journal of Health Care Quality Assurance
|June 20, 2009
Summary
Both hospitals use patient feedback systems like surveys and suggestion boxes. Quality managers are more effective than social workers in using complaints to improve hospital quality.
Area of Science:
- Healthcare Management
- Quality Improvement
- Patient Experience
Background:
- Limited comparative literature exists on healthcare quality management systems.
- Understanding patient perspectives is crucial for enhancing healthcare services.
Purpose of the Study:
- To investigate how patient voices are integrated into quality management systems.
- To compare these mechanisms in a British hospital (Hospital A) and a Taiwanese hospital (Hospital B).
Main Methods:
- A comparative qualitative framework was employed.
- Data collected through document analysis, interviews, and semi-structured questionnaires over six months.
- Mixed-methods strategy within a managerial-operational-technical framework.
Main Results:
- Both hospitals utilize patient satisfaction surveys, suggestion boxes, and complaint data analysis.
- Hospital A manages complaints via a quality manager; Hospital B assigns this to the Social Work Department (SWD).
Conclusions:
- Quality managers are more effective than social workers in leveraging patient complaints for service improvement.
- The study highlights distinct approaches to patient feedback integration and complaint management.
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