Using patient feedback to drive quality improvement in hospitals: a qualitative study

Area of Science:

• Healthcare Management
• Quality Improvement
• Patient Experience

Background:

• Patient feedback is crucial for hospital quality improvement, yet its integration into management practices remains limited.
• Understanding current hospital practices in utilizing patient feedback is essential for enhancing healthcare services.

Purpose of the Study:

• To explore how patient feedback is currently utilized by hospitals to drive quality improvement initiatives.
• To identify effective strategies and challenges in implementing patient feedback systems within hospital management.

Main Methods:

• A qualitative, exploratory multiple case study design was employed.
• Data were collected through nine in-depth interviews with hospital managers and analysis of relevant documents and secondary data.
• The study was conducted in three Brazilian hospitals recognized for their robust patient feedback practices.

Main Results:

• Hospitals demonstrate managerial commitment to fostering a patient-centric environment responsive to feedback, supported by structured processes and a non-punitive culture.
• Multiple channels for patient feedback exist, including voluntary events, surveys, and informal communication, with specific instruments targeting healthcare aspects.
• The Net Promoter Score (NPS) emerged as a primary strategic indicator for assessing the impact of quality improvement actions based on patient feedback.

Conclusions:

• Hospitals with established objectives valuing patient perspectives, engaged healthcare teams, diverse feedback channels, and effective quality tools provide a strong foundation for quality improvement.
• The study highlights the importance of integrating patient feedback into organizational objectives and management practices to enhance healthcare quality.