Patients' perspectives on the role of their complaints in the regulatory process

Bouwman, Renée; Bomhoff, Manja; Robben, Paul; Friele, R.D.

doi:10.1111/hex.12373

Cited by 43 publications

(71 citation statements)

References 27 publications

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“…community-based data collection through a survey or a toll-free hotline) have been shown to effectively reach vulnerable and disadvantaged groups [36,45–50]. Studies also show that when individuals are unwell, their usual capability may be suspended, and family members or others need to make complaints on their behalf [2,45]. …”

Section: Resultsmentioning

confidence: 99%

“…With regards to motivation , research shows that patients are more likely to express their complaints if they feel that justice will be done and an improvement in the quality of care will result from their complaint [2,58,63]. Communication with patients about actions taken is therefore especially important, as is involving patients in the complaints handling process itself.…”

Section: Resultsmentioning

confidence: 99%

“…Evidence from the Netherlands shows that for complainants, an assurance that their complaint will lead to improvements and change is as important as personal redressal [87]; and that an honest commitment to learning from mistakes, at provider, organisational, and policy levels, is appreciated by patients, and will enhance accountability and improve the care experience [88]. Meanwhile, studies in the UK showed that over half of complaints can be effectively and quickly settled with an apology or an explanation [89] or by a single telephone call or letter-based response [40].…”

Section: Resultsmentioning

confidence: 99%

“…provider, organisation and policy [95]. A gap between patient expectations and actual improvements in quality of care as a result of a complaint was highlighted in the Netherlands, where patients received little feedback on any changes resulting from their complaints [2]. In response, the recent improvements in the Dutch Healthcare Inspectorate’s (IGZ) oversight of complaints processes now entail more active involvement of patients in the complaints process as a means to learn and ensure accountability, so that IGZ and health providers can capitalise on existing opportunities [63].…”

Section: Resultsmentioning

confidence: 99%

“…Information from patient complaints – a widely accepted measure of patient–provider relationships and patients’ satisfaction with services they receive – can contribute towards improved patients’ engagement in health services [1], improved quality of health services [2–11], health staff review, management and development [10,12–18], improved accountability [19–23], reduced abuse, assured compliance with standards and improved overall health systems performance [2,24]. Therefore, effective patient complaint management systems constitute a crucial component of well-performing national health systems.…”

Section: Introductionmentioning

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: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

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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Comment on “Assessment of the Utility of Social Media for Broad-Ranging Statistical Signal Detection in Pharmacovigilance: Results from the WEB-RADR Project”

Bousquet

Bellet

Louët³

2018

Drug Saf

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

Bomhoff

Friele

2017

Health Policy

Self Cite

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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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Patients' perspectives on the role of their complaints in the regulatory process

Cited by 43 publications

References 27 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?

Comment on “Assessment of the Utility of Social Media for Broad-Ranging Statistical Signal Detection in Pharmacovigilance: Results from the WEB-RADR Project”

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

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