Handling Features of Patient Safety Incident Reporting Software and Shortcomings in Report Processing From Healthcare...

Patient safety incidents are underreported, and report handlers, usually unit managers, are dissatisfied with the incident reporting software's handling features.

To (1) identify the handling features of patient safety incident reporting software that support and challenge report processing; (2) determine which features report handlers believe should be added and (3) describe processing shortcomings from reporters' perspectives.

A cross-sectional study with a descriptive qualitative design.

A descriptive qualitative cross-sectional study was conducted in two Finnish wellbeing service counties between January and February 2024. A total of 755 participants who used patient safety incident reporting software completed the Users' Perceptions of Patient Safety Incident Reporting Software survey. Their free-text responses (n = 117) were analysed using qualitative inductive content analysis.

Most respondents (66%) had a nursing background, and over half (51%) handled reports. Respondents had varying perceptions of software handling features that supported or challenged report processing, and they identified more features as challenging than supportive. They suggested changes to the anonymity and visibility of reports and the technical handiness of software. Respondents described the following report processing shortcomings: reports were not discussed within workplaces; discussion caused blaming; no concrete changes occurred after reporting; reporters did not hear about reports after reporting; reported incidents were underestimated and processing was not objective.

The findings indicate that it is time to critically evaluate the usefulness of reporting software. Incident report handlers need optimum tools to process valuable client and patient safety information. Furthermore, incident report processing procedures require changes to assure reporters that it is meaningful and secure to report all patient safety incidents they observe or are involved in.

This study highlights the need for improvements in incident reporting software from the perspective of report processing. Additionally, report processing structures and methods must be clarified.