Han, Sirou, Xu, Min, Lao, Jiahui, and Liang, Zhanming (2023) Collecting patient feedback as a mean of monitoring patient experience and hospital service quality- learning from a government-led initiative. Patient Preference and Adherence, 17. pp. 385-400.

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Abstract

Purpose: Patient feedback plays a significant role in hospital service improvement. However, how to encourage patient feedback that can guide hospital service improvement is still being explored. By examining patient feedback data related to a tertiary hospital in China that was collected from the “ 12345” Government Service Convenience Hotline (GSCH), the paper discusses the learnings from GSCH in encouraging patient feedback and how quality improvement initiatives have effected the number and types of complaints made by patients and their families via GSCH.

Methods: The study retrospectively collected and analyzed complaints on a Tertiary General University-affiliated hospital made via GSCH between 2016 and 2020. Patient care process-related complaints were coded using the health care complaint analysis tool (HCAT) and other complaint data were categorized based on the nature of the complaints. The autoregressive integrated moving average (ARIMA) models and mosaic plots were used to observe complaints trends and different complaint variables, respectively. The relationship between various quality improvement initiatives introduced since 2018 and patient complaints was also tested.

Results: Close to 67% (n=2688) of calls made to the GSCH hotlines about the hospital were classified as a complaint including 60.6% vs 39.4% related to patient care process and nonpatient care process, respectively. For patient care process-related complaints, specifically against departments and personnel, 57.72% (n=961) were on clinical departments and 55.87% (n=471) were on doctors. Comparing the proportion of the complaint data in different categories in the two-year period of 2017– 2018 and 2019– 2020, an increase in management problems (47.73% vs 58.50%, P< 0.001) and decrease in relationship problems (33.65% vs 25.69%, P=0.002) were recorded.

Conclusion: A unified, transparent, and impartial GSCH platform greatly encourages feedback from patients and families. Feedbacks provide evidence to guide health care organizations in improving the overall experience of patients and the quality of services that they provide.

Item ID:	77939
Item Type:	Article (Research - C1)
ISSN:	1177-889X
Keywords:	patient feedback; medical service; hospital management; quality improvement, hospital services
Copyright Information:	© 2023 Han et al. This work is published and licensed by Dove Medical Press Limited. The full terms of this license are available at https://www.dovepress.com/terms.php and incorporate the Creative Commons Attribution – Non Commercial (unported, v3.0) License (http://creativecommons.org/licenses/by-nc/3.0/). By accessing the work you hereby accept the Terms. Non-commercial uses of the work are permitted without any further permission from Dove Medical Press Limited, provided the work is properly attributed.
Date Deposited:	20 Mar 2023 23:29
FoR Codes:	42 HEALTH SCIENCES > 4203 Health services and systems > 420317 Patient safety @ 100%
SEO Codes:	20 HEALTH > 2002 Evaluation of health and support services > 200206 Health system performance (incl. effectiveness of programs) @ 100%
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