Categorizing and Rating Patient Complaints: An Innovative Approach to Improve Patient Experience

被引:6
作者
Bayer, Stephanie [1 ]
Kuzmickas, Paul [2 ]
Boissy, Adrienne [3 ]
Rose, Susannah L. [1 ]
Mercer, Mary Beth [1 ]
机构
[1] Cleveland Clin, Off Patient Experience, 9500 Euclid Ave,S18, Cleveland, OH 44195 USA
[2] Cleveland Clin, Ombudsman Off, Cleveland, OH 44106 USA
[3] Cleveland Clin, Cleveland, OH USA
来源
JOURNAL OF PATIENT EXPERIENCE | 2021年 / 8卷
关键词
patient experience; patient complaints; prioritization; benchmarking;
D O I
10.1177/2374373521998624
中图分类号
R19 [保健组织与事业(卫生事业管理)];
学科分类号
摘要
The Ombudsman Office at a large academic medical center created a standardized approach to manage and measure unsolicited patient complaints, including methods to identify longitudinal improvements, accounting for volume variances, as well as incident severity to prioritize response needs. Data on patient complaints and grievances are collected and categorized by type of issue, unit location, severity, and individual employee involved. In addition to granular data, results are collated into meaningful monthly leadership reports to identify opportunities for improvement. An overall benchmark for improvement is also applied based on the number of complaints and grievances received for every 1000 patient encounters. Results are utilized in conjunction with satisfaction survey results to drive patient experience strategies. By applying benchmarks to patient grievances, targets can be created based on historical performance. The utilization of grievance and complaint benchmarking helps prioritize resources to improve patient experiences.
引用
收藏
页数:6
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