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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 change ideas to help improve them. Connect with others to share your experiences and ideas of your own.

Looking for more help with your QIP? Review our guidance materials on the QIP Guidance page, or check out the QIP Support and Training page to access webinars, help sessions, videos, and more.

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Complaints acknowledged in a timely manner (long-term care 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 long-term care homes.

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 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. Train staff in customer service and communication frameworks such as LAST (Listen, Apologize, Solve, and Thank)
    Process measure: Percent of staff reporting they are likely to implement one of the ideas shared in the training
  • Create posters to display in the home to indicate the process by which to lodge a complaint. Include the effort to discuss the situation at the time.
  • 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 (long-term care 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 long-term care homes.

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 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. Train staff in customer service and communication frameworks such as LAST (Listen, Apologize, Solve, and Thank)
    Process measure: Percent of staff reporting they are likely to implement one of the ideas shared in the training
  • Create posters to display in the home to indicate the process by which to lodge a complaint. Include the effort to discuss the situation at the time.
  • Use Health Quality Ontario’s Quality Standards so that what quality care looks like is understood by all
    Health Quality Ontario's Quality Standards