Authors (including presenting author) :
Hung SY, Li HLF, Cheung PH, Cheung YHK, Leung WMW, Wong MYM, Wong MSM
Affiliation :
Department of Family Medicine and Primary Healthcare, Hong Kong East Cluster
Introduction :
Patient complaint and feedback provide a valuable platform for gaining insights into patient experience of care, guiding quality improvement. By systematically gathering and analyzing feedback and complaints, healthcare providers can identify specific issues, pinpoint areas where the organization might be falling short, and develop strategies for improvement. This proactive approach ensures that patient voices are heard and acted upon, fostering a culture of continuous improvement and excellence in healthcare delivery.
Family Medicine and Primary Healthcare (FM&PHC), Hong Kong East Cluster (HKEC) handles complaint and feedback cases individually. The clinic nurse or doctor in charge collaborates with the Public Relationship Officer (PRO) to manage these cases.
From April 2022 to March 2024, FM&PHC, HKEC received 385 feedback cases and 15 complaints.
Objectives :
1.Identify areas for service improvement.
2.Promote safety and ensure quality.
3.Establish a culture that values the perspectives of patients and carers for service improvement.
Methodology :
Collected information on feedback and complaint cases from the Complaint & Feedback Management System (CFMS) monthly. Each case was investigated and analyzed individually, classifying them into different categories, such as primary nature and staff group. Through quantitative analysis, recurring themes were identified, prioritizing complaints and feedback that have the most significant impact on patient experience and outcomes.
Specific cases and recurring themes were discussed in the Department Quality and Safety (Q&S) Committee Meeting, where strategies for improvement were developed along with action plans, timelines for implementation, and designated individuals assigned to oversee the improvement work. Progress was monitored and outcome evaluated.
Reported on the improvement and learning points were shared in the Department Operational team meeting and Nursing Management Committee meeting, and further disseminated to frontline staff.
Result & Outcome :
All 400 feedback and complaint cases from Apr 2022 to Mar 2024 were reviewed, analyzed and classified. It was found that 99% of cases were handled within 6 weeks, and 1% were resolved within 3 months. In terms of primary nature, 25% related to staff attitude and communication; 19% concerned clinical management and treatment; 17% were related to appointment booking; 21% expressed dissatisfaction with clinic workflows; and 4.6% were about facilities.
Strategies for improvement were developed, resulting in enhancements to more than 10 workflows or practices. For example, all clinics aligned the blood-taking time slot setting in kiosks. Training sessions were arranged for specific staff groups, such as customer service courses to enhance communication skills for clerical staff.
Analyzing patient feedback is a continuous process that requires a systematic approach. By effectively collecting, organizing, analyzing, and acting on patient feedback, we can enhance patient experience and service quality.
