| Autor: |
Benjamin Davies, Alexis J Joannides, Peter Hutchinson, Thomas Santarius, Daniel J Stubbs, Rowan M Burnstein, Alexander Komashie, Katherine Jones |
| Jazyk: |
angličtina |
| Rok vydání: |
2021 |
| Předmět: |
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| Zdroj: |
BMJ Open Quality, Vol 10, Iss 3 (2021) |
| Druh dokumentu: |
article |
| ISSN: |
2399-6641 |
| DOI: |
10.1136/bmjoq-2020-001246 |
| Popis: |
Objectives To explore the frequency and nature of complaints and compliments reported to Patient Advice and Liaison (PALS) in individuals undergoing surgery for a chronic subdural haematoma (cSDH).Design A retrospective study of PALS user interactions.Subjects Individuals undergoing treatment for cSDH between 2014 and 2019.Methods PALS referrals from patients with cSDH between 2014 and 2019 were identified. Case records were reviewed and data on the frequency, nature and factors leading up to the complaint were extracted and coded according to Healthcare Complaints Analysis Tool (HCAT).Results Out of 531 patients identified, 25 (5%) had a PALS interaction, of which 15 (3%) were complaints and 10 (2%) were compliments. HCAT coding showed 8/15 (53%) of complaints were relationship problems, 6/15 (33%) a management problem and 1/15 (7%) other. Of the relationship problems, 6 (75%) were classed as problems with communication and 2 (25%) as a problem with listening. Of the compliments, 9/10 (90%) related to good clinical quality and 1/10 (10%) to staff–patient relationship. Patients were more likely to register a compliment than family members, who in turn were more likely to register a complaint (p |
| Databáze: |
Directory of Open Access Journals |
| Externí odkaz: |
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