Key strategies to improve systems for managing patient complaints within health facilities - what can we learn from the existing literature?
Key strategies to improve systems for managing patient complaints within health facilities - what can we learn from the existing literature?
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DOI：
10.1080/16549716.2018.1458938
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发表时间：
2018
影响因子：
2.6
通讯作者：
Kane S
中科院分区：
文献类型：
--
作者：
Mirzoev T;Kane S
背景资料：来自患者投诉的信息-一种被广泛接受的衡量患者对服务满意度的方法-可以为改善服务质量提供信息，并有助于提高卫生系统的整体绩效。虽然对患者投诉数据的分析得到了很大的重视，但关于改善投诉管理系统的关键干预措施的已发表文献有限。 目的：目标有两个方面：第一，综合现有证据，提供切实可行的备选办法，为今后的政策和做法提供信息;第二，查明现有文献中存在的主要空白，为今后的研究议程提供信息。 方法：我们报告现有文献的审查结果。在奥维德Medline、奥维德Global Health和PubMed中检索同行评审的已发表文献。此外，对综述文章的相关引文进行了随访，我们还报告了来自英国和荷兰的灰色文献。 结果如下：有效的干预措施可以改善投诉的收集（例如，建立易于使用的渠道，提高患者对这些渠道的认识）、投诉数据的分析（例如，建立分析和从投诉数据中学习的结构和空间）以及随后的行动（例如，及时向投诉人反馈，并将从投诉中学习纳入服务质量改进）。任何单一措施都不足以改善患者投诉管理系统，任何改善患者投诉管理系统的干预措施都必须包括不同的组成部分，这些组成部分必须在当地环境中可行、有效、可扩展和可持续。 结论：加强病人投诉系统的有效干预措施必须是：全面的，与现有系统相结合的，针对具体情况的，认识到关键行为者之间的信息不对称和不平等的权力关系。四个差距，在已发表的文献代表了未来的研究议程：有限的理解有效的干预措施的背景下，缺乏全系统的方法，缺乏证据，从低收入和中等收入国家和缺乏集中的经验性评估的行为的工作人员谁管理病人的投诉。
Background: Information from patient complaints – a widely accepted measure of patient satisfaction with services – can inform improvements in service quality, and contribute towards overall health systems performance. While analyses of data from patient complaints received much emphasis, there is limited published literature on key interventions to improve complaint management systems. Objectives: The objectives are two-fold: first, to synthesise existing evidence and provide practical options to inform future policy and practice and, second, to identify key outstanding gaps in the existing literature to inform agenda for future research. Methods: We report results of review of the existing literature. Peer-reviewed published literature was searched in OVID Medline, OVID Global Health and PubMed. In addition, relevant citations from the reviewed articles were followed up, and we also report grey literature from the UK and the Netherlands. Results: Effective interventions can improve collection of complaints (e.g. establishing easy-to-use channels and raising patients’ awareness of these), analysis of complaint data (e.g. creating structures and spaces for analysis and learning from complaints data), and subsequent action (e.g. timely feedback to complainants and integrating learning from complaints into service quality improvement). No one single measure can be sufficient, and any intervention to improve patient complaint management system must include different components, which need to be feasible, effective, scalable, and sustainable within local context. Conclusions: Effective interventions to strengthen patient complaints systems need to be: comprehensive, integrated within existing systems, context-specific and cognizant of the information asymmetry and the unequal power relations between the key actors. Four gaps in the published literature represent an agenda for future research: limited understanding of contexts of effective interventions, absence of system-wide approaches, lack of evidence from low- and middle-income countries and absence of focused empirical assessments of behaviour of staff who manage patient complaints.
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影响因子：
2.9
作者：
Brüggemann AJ;Swahnberg K
通讯作者：
Swahnberg K
影响因子：
5.4
作者：
Bismark MM;Spittal MJ;Gurrin LC;Ward M;Studdert DM
通讯作者：
Studdert DM
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2.9
作者：
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通讯作者：
O'Shea, Brendan J.
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