Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations

Patient involvement is a priority for healthcare organizations seeking to improve the quality of care and services. The contribution that complaint handling can make towards quality improvement has remained underexplored, while healthcare organizations are implementing strategies to effectively invo...

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Autores principales:	Nathalie Clavel, Marie-Pascale Pomey
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2020
Materias:	patient complaints patient experience complaint managers patient involvement quality improvement qualitative methods Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/a44e000c58ac4297a91cf7a24c96ed86
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spelling	oai:doaj.org-article:a44e000c58ac4297a91cf7a24c96ed862021-11-15T04:31:28ZEnhancing patient involvement in quality improvement: How complaint managers see their roles and limitations2372-0247https://doaj.org/article/a44e000c58ac4297a91cf7a24c96ed862020-11-01T00:00:00Zhttps://pxjournal.org/journal/vol7/iss3/14https://doaj.org/toc/2372-0247Patient involvement is a priority for healthcare organizations seeking to improve the quality of care and services. The contribution that complaint handling can make towards quality improvement has remained underexplored, while healthcare organizations are implementing strategies to effectively involve patients in quality improvement. We conducted a qualitative study to understand how complaint managers see their roles and limitations in enhancing patient involvement in quality improvement. A convenience sample of eleven complaint managers was selected from nine Canadian healthcare organizations with various annual volumes of complaints and situated in different settings (urban, rural, and semi-urban). The data were analyzed using a hybrid deductive-inductive approach with QDA Miner. The complaint managers saw themselves as having multiple roles that enhanced patient involvement in quality improvement: ensuring mediations with patients and clinical teams, monitoring improvements following a complaint, and informing the quality improvement and operations teams about the patients’ experiences. The complaint managers also reported limitations in their roles, such as the need to respect confidentiality that excluded patients from decisions about improvements and their hierarchical independence in the organization that kept them away from continuous quality improvement activities. Interestingly, the participants reported using new, promising practices that helped integrate, both retrospectively and proactively, the patients’ perspectives on quality improvement. Complaint handling can be effective, though it is a seldom-used gateway for integrating the patient’s voice in quality improvement. Several challenges need to be addressed to make complaint handling a more substantial element in the strategies for involving patients in healthcare organizations. <strong>Experience Framework</strong> This article is associated with the Quality & Clinical Excellence lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Quality%20%26%20Clinical%20Excellence%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-QualityClinicalExcellence">Access other resources</a> related to this lens.</li> </ul>Nathalie ClavelMarie-Pascale PomeyThe Beryl Institutearticlepatient complaintspatient experiencecomplaint managerspatient involvementquality improvementqualitative methodsMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient complaints patient experience complaint managers patient involvement quality improvement qualitative methods Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient complaints patient experience complaint managers patient involvement quality improvement qualitative methods Medicine (General) R5-920 Public aspects of medicine RA1-1270 Nathalie Clavel Marie-Pascale Pomey Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations
description	Patient involvement is a priority for healthcare organizations seeking to improve the quality of care and services. The contribution that complaint handling can make towards quality improvement has remained underexplored, while healthcare organizations are implementing strategies to effectively involve patients in quality improvement. We conducted a qualitative study to understand how complaint managers see their roles and limitations in enhancing patient involvement in quality improvement. A convenience sample of eleven complaint managers was selected from nine Canadian healthcare organizations with various annual volumes of complaints and situated in different settings (urban, rural, and semi-urban). The data were analyzed using a hybrid deductive-inductive approach with QDA Miner. The complaint managers saw themselves as having multiple roles that enhanced patient involvement in quality improvement: ensuring mediations with patients and clinical teams, monitoring improvements following a complaint, and informing the quality improvement and operations teams about the patients’ experiences. The complaint managers also reported limitations in their roles, such as the need to respect confidentiality that excluded patients from decisions about improvements and their hierarchical independence in the organization that kept them away from continuous quality improvement activities. Interestingly, the participants reported using new, promising practices that helped integrate, both retrospectively and proactively, the patients’ perspectives on quality improvement. Complaint handling can be effective, though it is a seldom-used gateway for integrating the patient’s voice in quality improvement. Several challenges need to be addressed to make complaint handling a more substantial element in the strategies for involving patients in healthcare organizations. <strong>Experience Framework</strong> This article is associated with the Quality & Clinical Excellence lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Quality%20%26%20Clinical%20Excellence%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-QualityClinicalExcellence">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Nathalie Clavel Marie-Pascale Pomey
author_facet	Nathalie Clavel Marie-Pascale Pomey
author_sort	Nathalie Clavel
title	Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations
title_short	Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations
title_full	Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations
title_fullStr	Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations
title_full_unstemmed	Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations
title_sort	enhancing patient involvement in quality improvement: how complaint managers see their roles and limitations
publisher	The Beryl Institute
publishDate	2020
url	https://doaj.org/article/a44e000c58ac4297a91cf7a24c96ed86
work_keys_str_mv	AT nathalieclavel enhancingpatientinvolvementinqualityimprovementhowcomplaintmanagersseetheirrolesandlimitations AT mariepascalepomey enhancingpatientinvolvementinqualityimprovementhowcomplaintmanagersseetheirrolesandlimitations
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Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations

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