Classification of Patient Complaints and Developing Patient Complaints Indicators

2019 ◽  
Vol 17 (3) ◽  
pp. 735-748
Author(s):  
Anka Mohorič Kenda
Keyword(s):  
Healthcare Professionals ◽  
Healthcare Quality ◽  
Patient Rights ◽  
Interactive Software ◽  
Rights Protection ◽  
Patient Complaints ◽  
Actual Patient ◽  
National Patient ◽  
Healthcare Quality Indicators

Based on actual patient complaints, we have assessed the suitability of measurable elementary criteria for the selected patient complaint indicator aggregate. These indicators enable, as evidenced by the study, the monitoring and reporting of recorded patient rights violations. The data acquired from processed patient rights violations were obtained through a quantitative study via an electronic complaint form, which constitutes an integral part of the prototype interactive software solution. This solution was used for submitting and monitoring of patients’ complaints on violation of their rights. Based on the data acquired from anonymised cases (71 complaints) and study findings, it was established that the recorded requests for the processing of patient rights violations occur as a result of: (1) inadequate attitude of healthcare professionals (n = 38.03%), (2) inadequate actions by healthcare professionals (n = 57.75%), and (3) later consequences of violations (n = 4.22%). The proposed set of patient complaint indicators can lead to a significant contribution to national patient rights protection policies, to improvement of healthcare quality indicators, and to implementation of measures for better healthcare quality.

scholarly journals Delivering bad news in the perspective of patient rights

2020 ◽  
Vol 66 (3) ◽  
Author(s):  
Krzysztof Sobczak ◽  
Katarzyna Leoniuk ◽  
Agata Janaszczyk
Keyword(s):  
Online Survey ◽  
Patient Rights ◽  
Moderate Level ◽  
Bad News ◽  
Computer Assisted ◽  
Full Information ◽  
Patient Organisations ◽  
National Patient ◽  
Level Of Knowledge ◽  
Attending Physicians

Introduction: The necessity to deliver bad news to patients is one of the classic challenges of medical communication. The applicable patient rights oblige doctors to communicate full information concerning adverse condition tactfully and cautiously.The purpose of the study was to determine the level of knowledge of the rights and responsibilities of the patient in people who had received bad news, to identify the fields in which knowledge is lacking and to check if the level of knowledge affected the patient’s behaviour.Materials and methods: The study was conducted with 314 people who had been given bad news. An original Computer-Assisted Web Interview (CAWI) online survey questionnaire was used. Reaching the respondents was possible thanks to our cooperation with national patient organisations and electronic media.Results: One in 5 respondents (21%) was characterised by little knowledge concerning patient rights and responsibilities; 67% had a moderate level of knowledge or were almost fully aware of their rights. A vast majority of the respondents knew that they were entitled to full information about their condition, prognosis and treatment, as well as an inspection of their medical documentation.Conclusions: The knowledge of patient rights seems to be at an unsatisfactory level. Respondents with a higher education and those suffering from cancer had more knowledge. Patients with little or a moderate level of knowledge of patient rights and responsibilities were more likely to change their attending physicians or discontinue their treatments.

HOW DO COMMUNITY PHYSICAL AND OCCUPATIONAL THERAPISTS CLASSIFY FRAILTY? A PILOT STUDY

2014 ◽  
pp. 1-4
Author(s):  
K.P. ROLAND ◽  
O. THEOU ◽  
J.M. JAKOBI ◽  
L. SWAN ◽  
G.R. JONES
Keyword(s):  
Cardiovascular Health ◽  
Healthcare Professionals ◽  
Frailty Index ◽  
Occupational Therapists ◽  
Community Dwelling ◽  
Health Study ◽  
Cardiovascular Health Study ◽  
Geriatric Syndrome ◽  
Dimensional Approach

Background: Frailty is a complex geriatric syndrome that is often difficult to diagnose, especially by healthcare professionals working in the community. Objectives, Measurements: This study examined how physical and occupational therapists classified community-dwelling clients using categories of ‘nonfrail’, ‘prefrail’ or ‘frail’ as compared to measurements of established frailty criteria from the Cardiovascular Health Study frailty index (CHSfi). Results: Results indicate that community therapists underestimate frailty in comparison to the CHSfi. Therapists’ classification of frailty suggested their perceptions of frailty may not only relate to client’s functional capacity, but the context in which the client receives care. Conclusion: A multi-dimensional approach is required to capture all aspects of frailty across the healthcare continuum that accounts for how the client thrives within their personal environment.

Patient Safety and Error Reduction

2013 ◽  
Author(s):  
Graham Brack ◽  
Penny Franklin ◽  
Jill Caldwell
Keyword(s):  
Patient Safety ◽  
Health Authority ◽  
Healthcare Professionals ◽  
Care Patient ◽  
Error Reduction ◽  
National Patient Safety Agency ◽  
Do No Harm ◽  
National Patient ◽  
Compensation Claims ◽  
Special Health

Most healthcare professionals take up their career because they want to make people better. It is rare—but not unknown—to find nurses deliberately harming patients. It is not always possible to cure a patient’s condition, and readers may be surprised to hear the view of Lord Justice Stuart-Smith that our ‘only duty as a matter of law is not to make the victim’s condition worse’ (Capital and Counties plc v Hampshire CC (1997) 2 All ER 865 at 883). Despite our best intentions, healthcare professionals do sometimes make the patient’s condition worse. There are too many instances of harm caused to patients. Not only does the patient suffer harm, staff will be upset (some may even give up their careers) and large compensation claims may be made which deplete NHS resources. According to the NHS Litigation Authority, in 2010–11 it received 8655 claims of clinical negligence and 4346 claims of non-clinical negligence against NHS bodies, and paid £863 million in connection with clinical negligence claims (NHSLA Annual Report and Accounts, 2011). To put that into perspective, NHS Warwickshire had a budget of £827m for that year, so this amount would fund a mediumsized PCT. For all these reasons, therefore, our first concern must be to do no harm to our patient. If we can improve their condition, so much the better, but at the very least we must leave them no worse off for having put themselves in our care. Patient safety must be everyone’s concern. It is monitored by the NHS Commissioning Board Special Health Authority. Until June 2012 there was a separate agency, the National Patient Safety Agency (NPSA), which produced a report in 2009 entitled Safety in doses: improving the use of medicines in the NHS . There were 811 746 reports to the NPSA in 2007, of which 86 085 were related to medication. The figures for July 2010– June 2011 show an increase to 1.27 million incidents, of which 133 727 were related to medication.

Evaluation of a patient rights protection system: Public policy implications

1985 ◽  
Vol 12 (4) ◽  
pp. 264-283
Author(s):  
Carol T. Mowbray ◽  
Paul P. Freddolino ◽  
Genice L. Rhodes ◽  
Arnold L. Greenfield
Keyword(s):  
Public Policy ◽  
Patient Rights ◽  
Policy Implications ◽  
Protection System ◽  
Rights Protection

Team-based musculoskeletal assessment and healthcare quality indicators: A systematic review

2019 ◽  
Vol 33 (6) ◽  
pp. 774-781
Author(s):  
Michelle Chan ◽  
Christina Y. Le ◽  
Elizabeth Dennett ◽  
Terry Defreitas ◽  
Jackie L. Whittaker
Keyword(s):  
Systematic Review ◽  
Quality Indicators ◽  
Healthcare Quality ◽  
Healthcare Quality Indicators

scholarly journals Hospital accreditation impact on healthcare quality dimensions: a systematic review

2020 ◽  
Vol 32 (8) ◽  
pp. 531-544 ◽  
Author(s):  
Claudia A S Araujo ◽  
Marina Martins Siqueira ◽  
Ana Maria Malik
Keyword(s):  
Quality Indicators ◽  
Quantitative Methods ◽  
Positive Impact ◽  
Healthcare Quality ◽  
Patient Centeredness ◽  
Hospital Accreditation ◽  
Eligibility Criteria ◽  
Healthcare Quality Indicators ◽  
Quality Dimensions ◽  
The Impact

Abstract Purpose To systematically review the impact of hospital accreditation on healthcare quality indicators, as classified into seven healthcare quality dimensions. Data source We searched eight databases in June 2020: EBSCO, PubMed, Web of Science, Emerald, ProQuest, Science Direct, Scopus and Virtual Health Library. Search terms were conceptualized into three groups: hospitals, accreditation and terms relating to healthcare quality. The eligibility criteria included academic articles that applied quantitative methods to examine the impact of hospital accreditation on healthcare quality indicators. Study selection We applied the PICO framework to select the articles according to the following criteria: Population—all types of hospitals; Intervention—hospital accreditation; Comparison—quantitative method applied to compare accredited vs. nonaccredited hospitals, or hospitals before vs. after accreditation; Outcomes—regarding the seven healthcare quality dimensions. After a critical appraisal of the 943 citations initially retrieved, 36 studies were included in this review. Results of data synthesis Overall results suggest that accreditation may have a positive impact on efficiency, safety, effectiveness, timeliness and patient-centeredness. In turn, only one study analyzes the impact on access, and no study has investigated the impact on equity dimension yet. Conclusion Mainly due to the methodological shortcomings, the positive impact of accreditation on healthcare dimensions should be interpreted with caution. This study provides an up-to-date overview of the main themes examined in the literature, highlighting critical knowledge-gaps and methodological flaws. The findings may provide value to healthcare stakeholders in terms of improving their ability to assess the relevance of accreditation processes.

scholarly journals Using and Reporting the Delphi Method for Selecting Healthcare Quality Indicators: A Systematic Review

PLoS ONE ◽  
2011 ◽  
Vol 6 (6) ◽  
pp. e20476 ◽  
Author(s):  
Rym Boulkedid ◽  
Hendy Abdoul ◽  
Marine Loustau ◽  
Olivier Sibony ◽  
Corinne Alberti
Keyword(s):  
Systematic Review ◽  
Quality Indicators ◽  
Delphi Method ◽  
Healthcare Quality ◽  
Healthcare Quality Indicators

scholarly journals APPLICATION OF A RISK-ORIENTED MODEL FOR THE REDISTRIBUTION OF STAFFING RESOURCES OF THE OFFICE OF SERVICE FOR SUPERVISION OF CONSUMER RIGHTS PROTECTION AND HUMAN WELFARE IN THE CITY OF MOSCOW

2018 ◽  
Vol 97 (5) ◽  
pp. 441-444
Author(s):  
Elena E. Andreeva
Keyword(s):  
Public Health ◽  
Human Resources ◽  
Potential Risk ◽  
Human Welfare ◽  
Rights Protection ◽  
Consumer Rights ◽  
The City ◽  
Oriented Approach

The article shows the classification of the supervised objects of the Office of Service for Supervision of Consumer Rights Protection and Human Welfare in the city of Moscow depending on the index of the potential risk for harm to public health in the conditions of the application of the risk-oriented approach. There is considered the possibility of the control and surveillance activities with the redistribution of human resources of the Office of Service for Supervision of Consumer Rights Protection and Human Welfare in the city of Moscow with respect to supervised objects 1 and 2 classes of the potential risk for harm to the health of the population on the risk-oriented approach.

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