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Can compliment and complaint data inform the care of individuals with chronic subdural haematoma (cSDH)?
Katherine Jones1, Benjamin Davies2, Daniel J Stubbs3
1University of Cambridge School of Clinical Medicine, Cambridge, UK.
Insights
Patient feedback to PALS regarding chronic subdural hematoma (cSDH) surgery revealed communication issues were the primary complaint driver. Compliments focused on clinical quality, with patients more likely to compliment and families more likely to complain.
Area of Science:
- Neurosurgery
- Patient Experience
- Healthcare Quality Improvement
Background:
- Chronic subdural hematoma (cSDH) surgery requires effective patient communication.
- Patient Advice and Liaison Services (PALS) handle patient feedback, offering insights into care quality.
Purpose of the Study:
- To analyze the frequency and nature of complaints and compliments received by PALS for patients undergoing cSDH surgery.
- To identify key factors contributing to patient dissatisfaction and satisfaction.
Main Methods:
- Retrospective review of PALS interactions for cSDH patients between 2014-2019.
- Data extraction and coding using the Healthcare Complaints Analysis Tool (HCAT).
Main Results:
- Only 5% of cSDH patients had PALS interactions (15 complaints, 10 compliments).
- Relationship problems, primarily communication failures (53%), dominated complaints.
- Compliments predominantly highlighted good clinical quality (90%).
- Patients were more likely to compliment, while family members were more likely to complain.
Conclusions:
- Routinely collected PALS data, when coded with HCAT, quantifies patient experience in tertiary care.
- This approach is valuable for quality improvement and audit initiatives, particularly for communication-related issues.
Objectives:
To explore the frequency and nature of complaints and compliments reported to Patient Advice and Liaison (PALS) in individuals undergoing surgery for a chronic subdural haematoma (cSDH).
Design:
A retrospective study of PALS user interactions.
Subjects:
Individuals undergoing treatment for cSDH between 2014 and 2019.
Methods:
PALS referrals from patients with cSDH between 2014 and 2019 were identified. Case records were reviewed and data on the frequency, nature and factors leading up to the complaint were extracted and coded according to Healthcare Complaints Analysis Tool (HCAT).
Results:
Out of 531 patients identified, 25 (5%) had a PALS interaction, of which 15 (3%) were complaints and 10 (2%) were compliments. HCAT coding showed 8/15 (53%) of complaints were relationship problems, 6/15 (33%) a management problem and 1/15 (7%) other. Of the relationship problems, 6 (75%) were classed as problems with communication and 2 (25%) as a problem with listening. Of the compliments, 9/10 (90%) related to good clinical quality and 1/10 (10%) to staff-patient relationship. Patients were more likely to register a compliment than family members, who in turn were more likely to register a complaint (p<0.005). Complaints coded as a relationship problem had 2/8 (25%) submitted by a patient and 6/8 (75%) submitted by a relative.
Conclusions:
Using the HCAT, routinely collected PALS data can easily be coded to quantify and provide unique perspective on tertiary care, such as communication. It is readily suited to quality improvement and audit initiatives.
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