How do hospitals handle patients complaints? An overview from the Paris area

Veneau, Laurence; Chariot, Patrick

doi:10.1016/j.jflm.2012.09.013

Cited by 16 publications

(14 citation statements)

References 20 publications

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“…Complainant satisfaction is positively associated with a formal response that includes an admission of responsibility, an explanation of how events could have occurred and specific learning or action taken 21 22 24 25 65–67. This requires information from front-line staff who did not always provide comprehensive and detailed statements to the complaints team within the necessary timelines 48 67. Case studies report that complaint handlers are not always trained with the necessary communication skills (eg, expression of listening; empathy) to provide satisfying responses to complainants, suggesting the need for training materials and response toolkits 17 38…”

Section: Resultsmentioning

confidence: 99%

“…Although most complainants desire quality improvement18–25 settings often failed to inform complainants of corrective action taken following their complaint 19 20 22 23 26 38 46 65 67. Next to individual learning, national guidelines for healthcare settings to report, analyse and publicly share trends in complaints would strengthen accountability42 43 and establish a complaints process that aligns with complainant expectations (ie, systematic improvement).…”

Section: Resultsmentioning

confidence: 99%

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Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

et al. 2020

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IntroductionA global rise in patient complaints has been accompanied by growing research to effectively analyse complaints for safer, more patient-centric care. Most patients and families complain to improve the quality of healthcare, yet progress has been complicated by a system primarily designed for case-by-case complaint handling.AimTo understand how to effectively integrate patient-centric complaint handling with quality monitoring and improvement.MethodLiterature screening and patient codesign shaped the review’s aim in the first stage of this three-stage review. Ten sources were searched including academic databases and policy archives. In the second stage, 13 front-line experts were interviewed to develop initial practice-based programme theory. In the third stage, evidence identified in the first stage was appraised based on rigour and relevance, and selected to refine programme theory focusing on what works, why and under what circumstances.ResultsA total of 74 academic and 10 policy sources were included. The review identified 12 mechanisms to achieve: patient-centric complaint handling and system-wide quality improvement. The complaint handling pathway includes (1) access of information; (2) collaboration with support and advocacy services; (3) staff attitude and signposting; (4) bespoke responding; and (5) public accountability. The improvement pathway includes (6) a reliable coding taxonomy; (7) standardised training and guidelines; (8) a centralised informatics system; (9) appropriate data sampling; (10) mixed-methods spotlight analysis; (11) board priorities and leadership; and (12) just culture.DiscussionIf healthcare settings are better supported to report, analyse and use complaints data in a standardised manner, complaints could impact on care quality in important ways. This review has established a range of evidence-based, short-term recommendations to achieve this.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

et al. 2020

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“…Los pacientes que acuden a los servicios de emergencia tienen la necesidad de recibir una información clara, congruente y completa, relacionada al problema de salud que los motivó a acudir, a absolver sus dudas o preocupaciones en relación al tratamiento, procedimiento diagnóstico o terapéutica a los cuales son o serán sometidos, a recibir una atención rápida, oportuna, segura y de calidad, a recibir en todo momento un trato cálido y humano, a encontrarse en ambientes óptimos que cuenten con las condiciones necesarias de infraestructura, equipamiento, materiales y medicamentos que aseguren la atención (9) . Cuando estas condiciones no se dan, surgen reclamaciones, que constituyen indicadores fundamentales de los problemas en el sistema de salud; por estas razones, hoy en día son reconocidas como una fuente de información valiosa del proceso de atención y pueden utilizarse de manera positiva para reflexionar sobre la práctica y los servicios que se brindan, permitiendo establecer oportunidades de mejora (10,11) .…”

Section: Introductionunclassified

Reclamaciones de pacientes en el servicio de emergencia adultos de un hospital de tercer nivel de atención

Alamo-Palomino¹,

Matzumura-Kasano²,

Crespo³

2020

RFMH

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“…There is a need to understand complaints from the perspective of the patients themselves. Most research in the health care sector takes policy paradigms as a starting point and focuses on complaint handling in hospitals [14]. From this research we have learned that complainants primarily want a validation of their complaint, an explanation, an apology and the promise of change [15] and [16].…”

Section: Introductionmentioning

confidence: 99%

Complaints in long-term care facilities for older persons: Why residents do not give ‘free advice’

Bomhoff

Friele

2017

Health Policy

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In health care policies, the right to complain is presented as a key patient right. Complaints are also seen as a potential vehicle for quality improvement. However, in long-term care facilities for older persons in the Netherlands, relatively few complaints are registered. An explorative qualitative study was performed at three long-term care facilities to examine the ways in which different relevant actors define and relate to complaints. We conducted observations and semi-structured interviews with 76 persons: residents, their family members, nurses, volunteers, middle (facility) and upper (institutional) managers and complaint handling personnel. Long-term care facilities are social contexts obeying complex social and cultural norms. There are great differences in how complaining and complaints are perceived. For most residents, 'complaining' had strong negative connotations: they expected it would lead to undesirable social consequences that could not outweigh possible advantages. To nurses it was important to hear of residents' dissatisfactions but communicative aspects were challenging. Institutional managers saw complaints as 'free advice' they wished to use to enhance the quality of the care provision. Complaint managers underlined the procedural aspects to complaints. A more appropriate and productive policy on complaints in this health care sector should take these differences into account.

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How do hospitals handle patients complaints? An overview from the Paris area

Cited by 16 publications

References 20 publications

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

Reclamaciones de pacientes en el servicio de emergencia adultos de un hospital de tercer nivel de atención

Complaints in long-term care facilities for older persons: Why residents do not give ‘free advice’

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