Content analysis of patient complaints

Montini, Theresa; Noble, Alice; Stelfox, Henry T.

doi:10.1093/intqhc/mzn041

Cited by 82 publications

(94 citation statements)

References 19 publications

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“…Most health service QI approaches consider perspectives of: patients, public, professional and managerial [96,102]. Well-designed complaint resolution processes provide opportunities to develop appropriate strategies leading to greater patient satisfaction [3,7,64,103–107]. Improved understanding of the reasons for, and nature of, complaints can provide insights into delivery of particularly complex care, detect lapses that providers may have missed, and address these issues before they escalate into substantial problems [8,11,30,40,53].…”

Section: Resultsmentioning

confidence: 99%

“…A well-designed complaints capture and analysis process is likely to increase the number of complaints in the short-term, leading to improved service quality [7], and eventually to reduction in the complaint numbers in the longer-term. Centralised identification of issues arising from complaints at the individual, unit, procedural or organisational levels [64] can help to plan appropriate interventions [3,7,64,103–107]. However, complaints should ideally be dealt with locally, to ensure speedy and timely responses and avoid complex response processes [105].…”

Section: Discussionmentioning

confidence: 99%

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Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Mirzoev

Kane

2018

Global Health Action

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Background: Information from patient complaints – a widely accepted measure of patient satisfaction with services – can inform improvements in service quality, and contribute towards overall health systems performance. While analyses of data from patient complaints received much emphasis, there is limited published literature on key interventions to improve complaint management systems. Objectives: The objectives are two-fold: first, to synthesise existing evidence and provide practical options to inform future policy and practice and, second, to identify key outstanding gaps in the existing literature to inform agenda for future research. Methods: We report results of review of the existing literature. Peer-reviewed published literature was searched in OVID Medline, OVID Global Health and PubMed. In addition, relevant citations from the reviewed articles were followed up, and we also report grey literature from the UK and the Netherlands. Results: Effective interventions can improve collection of complaints (e.g. establishing easy-to-use channels and raising patients’ awareness of these), analysis of complaint data (e.g. creating structures and spaces for analysis and learning from complaints data), and subsequent action (e.g. timely feedback to complainants and integrating learning from complaints into service quality improvement). No one single measure can be sufficient, and any intervention to improve patient complaint management system must include different components, which need to be feasible, effective, scalable, and sustainable within local context. Conclusions: Effective interventions to strengthen patient complaints systems need to be: comprehensive, integrated within existing systems, context-specific and cognizant of the information asymmetry and the unequal power relations between the key actors. Four gaps in the published literature represent an agenda for future research: limited understanding of contexts of effective interventions, absence of system-wide approaches, lack of evidence from low- and middle-income countries and absence of focused empirical assessments of behaviour of staff who manage patient complaints.

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Section: Resultsmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Mirzoev

Kane

2018

Global Health Action

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“…Montini et al in Boston showed that communication failure was also the second cause of complaints (2); while in Italy, Victoria and Singapore as well as Turkey this issue was accounted for most of complaints (2,(9)(10)(11)15,16,23). Improper communication or providing incomplete or inappropriate explanations are usually the consequences of patients' dissatisfaction with personnel behavior.…”

Section: Discussionmentioning

confidence: 99%

“…"Complaint" is a dissatisfaction symptom which needs attention and response, and it is recognized as a valuable source of information about the quality of current service delivery processes (2). Complaint is an official written or verbal statement by a patient which is not reconciled in the first place (3).…”

Section: Introductionmentioning

confidence: 99%

Customers’ Complaints and its Determinants: The Case of a Training Educational Hospital in Iran

Ebrahimipour

Najar

Khanijahani

et al. 2013

Int J Health Policy Manag

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Background: Today, despite the efforts of the medical community and healthcare staff along with the advancements in medical technology, patients' dissatisfaction and complaints have been increased. The present study aimed at making a survey on the patients' complaints in a large training hospital affiliated to Mashhad University of Medical Sciences (MUMS). Methods: This descriptive, cross-sectional study was conducted on written and verbal complaints of patients and their relatives in a tertiary (specialty and sub-specialty) training hospital. All the recorded patients' complaints, from March to December 2012, were reviewed. Data were categorized and analyzed using descriptive statistics by Microsoft Excel 2007. Results: A total of 233 complaints were reviewed, of which 46.35%, 31.34% and 22.31%, respectively, were verbal, written and made on the phone. The main reasons for complaints were accessibility to medical staff (21.46%), communication failures (20.17%) and dissatisfaction with the provided care (14.59%). Thirty one (13.31%) cases were solved at first place, 194 (83.26%) referred to the complaints from the committee and 3.43% referred to the legal authorities. The average response time was about six to seven days. Conclusion:The findings of the study suggest that sufficient availability of medical staff, improvement in communication skills and paying attention to the patients' needs and expectations may reduce complaints from public health facilities.

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“…Further, failure to provide such information is one of the most frequent sources of patient dissatisfaction and complaints [4,19,20]. Oncology health care professionals (HCPs) play a central role in PE as they are often the patients' first point of contact and their primary source of information [21].…”

Section: Introductionmentioning

confidence: 99%

Maximizing your Patient Education Skills (MPES): A multi-site evaluation of an innovative patient education skills training course for oncology health care professionals

Jones

Papadakos

Bennett

et al. 2011

Patient Education and Counseling

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Content analysis of patient complaints

Abstract: Standardized coding of patient complaint data may provide an opportunity for quality improvement, patient satisfaction and changes in patient care.

Cited by 82 publications

References 19 publications

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Customers’ Complaints and its Determinants: The Case of a Training Educational Hospital in Iran

Maximizing your Patient Education Skills (MPES): A multi-site evaluation of an innovative patient education skills training course for oncology health care professionals

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