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    A mixed method analysis of patients' complaints: Underpinnings of theory-guided strategies to improve quality of care

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    Author
    Wei, Holly; Ming, Yan; Cheng, Hong; Bian, Hui; Ming, Jie; Wei, Trent L.
    Abstract
    Purpose: Patients' complaints can be predictors of patient care quality and safety. Understanding patients' complaints could help healthcare organizations target the areas for improvements. The purpose of this study is to use a mixed method analysis to a) examine the characteristics and categories of patients' complaints, b) explore the relationships of patients' complaints with professions and units, and c) propose theory-based strategies to improve care quality. Methods: This is a descriptive mixed method study. Data examined are patients' complaints filed at a university-affiliated hospital in China from January 2016 to December 2017. A qualitative content analysis was conducted to categorize complaints. A TwoStep cluster analysis was performed to provide an overall profile of patients' complaints. Chi-Square tests were conducted to investigate the relationships among complaints, professions, and units. Results: 838 complaints were filed, with 821 valid cases for analysis. Six categories surfaced from the qualitative analysis: uncaring attitudes, unsatisfactory quality of treatment or competence, communication problems, the process of care, fees and billing issues, and other miscellaneous causes. Physicians received most of the complaints (56.6%). The unit receiving the most complaints were outpatient clinics and medical support units (52.7%). The cluster analysis indicated four distinct clusters. Significant relationships existed between complaints and professions (χ2 (20) = 178.82, P < 0.01), and between complaints and units (χ2 (15) = 42.72, P < 0.01). Conclusions: Patients' complaints are valuable sources for quality improvements. Healthcare providers should be not only scientifically knowledgeable, but also humanistic caring. Caring-based theories may provide guidance in clinical practice.
    URI
    http://hdl.handle.net/10342/8368
    Subject
    Patient complaints; Patient safety; Quality improvements; Quality of health care
    Date
    2018-10-10
    Citation:
    APA:
    Wei, Holly, & Ming, Yan, & Cheng, Hong, & Bian, Hui, & Ming, Jie, & Wei, Trent L.. (October 2018). A mixed method analysis of patients' complaints: Underpinnings of theory-guided strategies to improve quality of care. , (), - . Retrieved from http://hdl.handle.net/10342/8368

    Display/Hide MLA, Chicago and APA citation formats.

    MLA:
    Wei, Holly, and Ming, Yan, and Cheng, Hong, and Bian, Hui, and Ming, Jie, and Wei, Trent L.. "A mixed method analysis of patients' complaints: Underpinnings of theory-guided strategies to improve quality of care". . . (), October 2018. October 03, 2023. http://hdl.handle.net/10342/8368.
    Chicago:
    Wei, Holly and Ming, Yan and Cheng, Hong and Bian, Hui and Ming, Jie and Wei, Trent L., "A mixed method analysis of patients' complaints: Underpinnings of theory-guided strategies to improve quality of care," , no. (October 2018), http://hdl.handle.net/10342/8368 (accessed October 03, 2023).
    AMA:
    Wei, Holly, Ming, Yan, Cheng, Hong, Bian, Hui, Ming, Jie, Wei, Trent L.. A mixed method analysis of patients' complaints: Underpinnings of theory-guided strategies to improve quality of care. . October 2018; (): . http://hdl.handle.net/10342/8368. Accessed October 03, 2023.
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