Back to Search
Start Over
Can compliment and complaint data inform the care of individuals with chronic subdural haematoma (cSDH)?
- Source :
- BMJ Open Quality, Vol 10, Iss 3 (2021), BMJ Open Quality
- Publication Year :
- 2021
- Publisher :
- BMJ, 2021.
-
Abstract
- 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<br />NIHR Clinical Doctoral Research Fellowship
- Subjects :
- Medicine (General)
medicine.medical_specialty
patient satisfaction
Leadership and Management
quality measurement
Audit
Tertiary care
quality improvement
Chronic subdural haematoma
R5-920
Patient satisfaction
Health care
Complaint
Humans
Medicine
Retrospective Studies
business.industry
Communication
Original research
Health Policy
Public Health, Environmental and Occupational Health
Health services research
Retrospective cohort study
humanities
health services research
Hematoma, Subdural, Chronic
Family medicine
business
Subjects
Details
- ISSN :
- 23996641
- Volume :
- 10
- Database :
- OpenAIRE
- Journal :
- BMJ Open Quality
- Accession number :
- edsair.doi.dedup.....ca96af49331813c0efdf33692fafe724