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Indicators & Change Ideas

Are you looking to improve the issues facing today’s health care system?

 

Explore the quality indicators being tracked by health care organizations in Ontario through Quality Improvement Plans (QIPs), and evidence-based change ideas to help improve them. Connect with others to share your experiences and ideas of your own.

Click here to learn more about QIPs.

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Complaints acknowledged in a timely manner (hospital sector)

Collecting patient feedback, complaints and concerns can be a valuable source of insight and allows health care organizations to track and identify key trends and opportunities for improvement in care.

Click here to visit Health Quality Ontario's Indicator Library to view how to measure acknowledging complaints in a timely manner in hospitals.


Key resources

Change Ideas

  • Gather feedback on how well the current process is working. Review data relative to days between receipt and acknowledgement and review client and family feedback to determine opportunities for improvement.
    Process measure: Percent of comments on process that were positive
  • Create a system to track when a complaint is received and when it is acknowledged
    Process measure: Number of days between when a complaint is received and when it is acknowledged that was logged in the tracking system
  • Create a flag to go to senior leadership when a complaint is received
    Process measure: Percent of complaints that are flagged to senior management when received
  • Educate staff on how to manage complaints when expressed and how to mediate situations on the spot
    Process measure: Percent of staff that report feeling more confident to respond to complaints at the time they are expressed
  • Provide customer service training and communication skills training such as difficult conversations
    Process measure: Percent of staff reporting they are likely to implement one of the ideas shared in the training
  • Use Health Quality Ontario’s Quality Standards so that what quality care looks like is understood by all
    Health Quality Ontario's Quality Standards

Complaints acknowledged in a timely manner (hospital sector)

Collecting patient feedback, complaints and concerns can be a valuable source of insight and allows health care organizations to track and identify key trends and opportunities for improvement in care.

Click here to visit Health Quality Ontario's Indicator Library to view how to measure acknowledging complaints in a timely manner in hospitals.


Key resources

Change Ideas

  • Gather feedback on how well the current process is working. Review data relative to days between receipt and acknowledgement and review client and family feedback to determine opportunities for improvement.
    Process measure: Percent of comments on process that were positive
  • Create a system to track when a complaint is received and when it is acknowledged
    Process measure: Number of days between when a complaint is received and when it is acknowledged that was logged in the tracking system
  • Create a flag to go to senior leadership when a complaint is received
    Process measure: Percent of complaints that are flagged to senior management when received
  • Educate staff on how to manage complaints when expressed and how to mediate situations on the spot
    Process measure: Percent of staff that report feeling more confident to respond to complaints at the time they are expressed
  • Provide customer service training and communication skills training such as difficult conversations
    Process measure: Percent of staff reporting they are likely to implement one of the ideas shared in the training
  • Use Health Quality Ontario’s Quality Standards so that what quality care looks like is understood by all
    Health Quality Ontario's Quality Standards