Publication type: Conference paper
Type of review: Not specified
Title: Applying the health complaints analysis tool (HCAT) to patient complaint data of patient interest organizations : a qualitative analysis using data from Switzerland
Authors: Schmelzer, Sarah
Kobler, Irene
Londina, Alla
Angerer, Alfred
Liberatore, Florian
et. al: No
Proceedings: EURAM European Academy of Management 2019 Proceedings
Pages: 1
Pages to: 21
Conference details: 19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019
Issue Date: 2019
Publisher / Ed. Institution: ZHAW Zürcher Hochschule für Angewandte Wissenschaften
Publisher / Ed. Institution: Winterthur
ISBN: 978-2-9602195-1-7
ISSN: 2466-7498
Language: English
Subjects: Healthcare; Patient complaint; Taxonomy
Subject (DDC): 362: Health and social services
Abstract: Background: Patient complaints are not only expressed to healthcare providers but also to patient interest organizations. To use patient complaints effectively for continuous improvement, they have to be systematically coded and analyzed. The Healthcare Complaints Analysis Tool (HCAT) provides a valid basis for categorizing patient complaints within the inpatient settings. Yet, until now it has been only applied to patient complaints reported to healthcare providers. Research question: The HCAT has not been applied to patient complaint data of patient interest organizations which may differ from healthcare providers’ data in terms of characteristics, content or severity. Further, patient interest organizations receive patient complaints from different care settings. Therefore, the applicability of the HCAT to patient complaint data from patient interest organizations as well other care settings should be investigated. Methodology: The HCAT taxonomy is applied to patient complaint data documented by a Swiss patient interest organization. First, the HCAT is applied to an existing database of the patient interest organization to code patient complaints arising from the inpatient setting. Second, in semi-structured interviews, relevant stakeholders are asked about the structure and content of patient complaints in outpatient and homecare settings. By using a gap analysis, discrepancies between the categories of the HCAT and special requirements of the settings are identified. Results: The results indicate that the HCAT is an adequate tool to analyze patient complaints of patient interest organizations. All complaints resulting from the inpatient settings could be categorized. The results of the interviews show that the applicability of the HCAT in the outpatient and care at home settings requires some adaptions. Specific categories such as the environment in home care should be considered. Moreover, the size of the institutions should be taken into account. Implications and further research: As the interviews were conducted within a preliminary study, further research on the specific requirements on the HCAT and its implementation within the outpatient and care at home settings is necessary.
URI: https://digitalcollection.zhaw.ch/handle/11475/17503
Fulltext version: Published version
License (according to publishing contract): Licence according to publishing contract
Departement: School of Management and Law
Organisational Unit: Winterthur Institute of Health Economics (WIG)
Appears in collections:Publikationen School of Management and Law

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