Implementation and evaluation of a prototype consumer reporting system for patient safety events

Area of Science:

• Healthcare Quality Improvement
• Patient Safety
• Consumer Health Informatics

Background:

• Existing systems for capturing consumer-generated patient safety reports lack methodological robustness.
• There is a need for effective channels for patients, families, and caregivers to report safety concerns.

Purpose of the Study:

• To develop and pilot-test a prototype consumer reporting system for patient safety, named the Health Care Safety Hotline.
• To evaluate the feasibility and initial outcomes of this consumer-oriented reporting system.

Main Methods:

• A mixed-methods evaluation was conducted.
• The Health Care Safety Hotline was implemented in two US healthcare systems over 17 months.
• Data collection included key informant interviews, website traffic analysis, and review of completed incident reports.

Main Results:

• Key informants cited leadership support and alignment with quality initiatives as motivators for participation.
• The system received 37 completed reports, detailing medical mistakes and care-related injuries, with diagnostic or advice issues being the most common category.
• Hotline reports led to quality reviews, educational interventions, and patient follow-ups.

Conclusions:

• The Health Care Safety Hotline proved the feasibility of consumer-driven patient safety reporting.
• Strategies to enhance consumer utilization of such reporting systems require further investigation.