85-603 / Decreasing of filed complaints

Spain
GOP Information  
 
Organisation sharing the GOP
Related practices from PaSQ database
Andalusian Health Service

Topic

Clinical risk management
Quality management system
Category
Reporting and learning systems
There is no specified text here
GOP Description
 
Implementation level
Regional
Clinical settings
All healthcare settings (primary care, hospital, ambulatory, etc.)
Objectives
To avoid exceeding a certain number of complaints per year in every healthcare setting.
Population
All the Public Healthcare Services users
Methods
 
Methodology
We began with this indicator in 2010, gathering all the healthcare settings of the Andalusian Health Service. An average of the filed complaints per type of setting was calculated. This average is the number of complaints which might not be exceed.
Timeframe implementation
1 year
Implementation tools available
Tools:
•    Improvement of health professionals’ verbal communication with the users.
•    Feedback of the resolved estimated complaints in order to avoid those incidents repeats again, sending copies of the resolutions to the directors of those implicated clinical units.
Implementation cost
Not quantified.
Results
 
Method used to measure the results
Number of complaints per year
Results
Achievement of the objective in the most healthcare settings. This has involved a decreasing of the whole number of complaints.
Analysis of the results
Two factors have been essential to achieve the goals:
•    The fact that this indicator is included within the objectives of clinical units.
•    The fact that implicated professionals in every single complaint know its resolution so they can avoid it happens again.
Implementation barriers
 
Did you find implementation barriers?
No
Please describe implementation barriers
There is no specified text here
Describe the strategies used to overcome the barriers (If needed)
There is no specified text here
Other information
 
Other information about the GOP that you would like to add (Link or attached document)
There is no specified text here
There is no specified text here
Contact information
 
Name: Jerónimo Pachón Díaz
Position/function: Quality, Research, Development and Innovation General Director
Department: Directorate of Quality, Research, Development and Innovation
Organisation: Andalusian Regional Ministry of Health and Social Welfare
City: Seville
Country: Spain
Region: Andalusia
E-mail: reyes.sanz.sspa@juntadeandalucia.es/ mconcepcion.barrera@juntadeandalucia.es
Phone: 0034 955006548
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