Evaluation of Patient and Family Outpatient Complaints as a Strategy to Prioritize Efforts to Improve Cancer Care Delivery
| Autor: | Joseph O. Jacobson, Victoria Allen, Angel M. Cronin, Jennifer K. Wind, Deborah Schrag, Kathleen Horvath, David Frank, Jennifer W. Mack |
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| Rok vydání: | 2017 |
| Předmět: |
Adult
Male medicine.medical_specialty Outpatient Clinics Hospital Quality management Leadership and Management MEDLINE Young Adult 03 medical and health sciences 0302 clinical medicine Patient satisfaction Ambulatory care Neoplasms Patient-Centered Care Complaint Humans Medicine Outpatient clinic Patient Reported Outcome Measures 030212 general & internal medicine Young adult Aged Quality of Health Care business.industry Communication 030503 health policy & services Reproducibility of Results Cancer Middle Aged medicine.disease Quality Improvement Patient Rights Patient Satisfaction Family medicine Female Patient Safety 0305 other medical science business |
| Zdroj: | The Joint Commission Journal on Quality and Patient Safety. 43:498-507 |
| ISSN: | 1553-7250 |
| DOI: | 10.1016/j.jcjq.2017.04.008 |
| Popis: | Background Limited systematic data about complaints related to cancer care are available. Patient complaints related to ambulatory care at a large academic cancer center were examined to better understand patient experiences of care and prioritize opportunities for quality improvement. Methods Content analysis of outpatient complaints made to the Patient/Family Relations Office at Dana-Farber Cancer Institute, Boston, in a two-year period (January 2013–December 2014) were conducted. Narrative complaint records were reviewed independently by two to four reviewers to categorize primary and secondary reasons underlying complaints and to assess complaint severity. Results Among 78,668 outpatients seen during the two-year period, 266 complaints (0.3%) were made to the Patient/Family Relations Office. Some 48% of the complaints involved management issues, including finance and billing (10%), service issues (15%), delays (13%), and access and admission (6%); 11% of complaints related to quality and safety, whereas 41% of complaints related to relationships, including communication breakdowns (15%), patient-staff dialogue (5%), and humanness and caring (18%). Twenty percent of the complaints were classified as high severity, including 57% of quality- and safety-related complaints. Eleven percent of the patients involved in complaints ultimately transferred care to another provider or institution; 43% of high-severity complaints resulted in a transfer of care. Conclusion Most of the concerns represented in the complaints related to humanistic rather than technical aspects of care. A systematic review of complaints would offer the opportunity to improve patient-centeredness of care by identifying areas where care fails to meet patient and family needs. |
| Databáze: | OpenAIRE |
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