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INDICATOR NAME
Name
Percentage of complaints acknowledged to the individual who made a complaint within 2 business days (Retired)
Alternate Name
Percentage of complaints acknowledged within 2 business days
 
INDICATOR DESCRIPTION
Description
This indicator measures the percentage of complaints received by LHIN home and community care that were acknowledged to the individual who made a complaint. This indicator is calculated on the number of complaints received within the reporting period.  
Indicator Status
Active
HQO Reporting tool/product
Quality Improvement Plans (QIPs)
Dimension
Patient-centred
Type
Outcome
 
DEFINITION AND SOURCE INFORMATION
Unit of Measurement
Percentage
Calculation Methods

The percentage is calculated as: numerator divided denominator times 100.

To ensure a standardized approach to measurement, hospitals will now be asked to provide their numerator and denominator in the QIP workplan; QIP Navigator will calculate the rate.

Numerator including inclusion/exclusion

Number of complaints that received a formal acknowledgement within two business days.

Denominator including inclusion/exclusion

All complaints received by the LHIN home and community care ithin the reporting period.

inclusions:

  • Complaints received within the reporting period, but acknowledged and closed in the first 60 days of the following reporting period
  • The day and time of complaint should be recorded
  • Complaints received on and between the first and last day of the reporting period, including non-business days and after hours
  • Repeated complaints on the same issue from the same individual or by a different individual on behalf of the same patient/resident are counted as a single complaint
  • One complaint may include numerous issues, but should be counted as a single complaint
  • Complaints included must be documented through the established complaints process
  • Oral complaints made in person or by phone call
  • Written complaints made by letter, email, fax, text, etc.
  • For home care, complaints that come to or are recorded by service providers or LHIN home and community care staff should be included if the complaint is not immediately resolvable 

Exclusions:

  • The complaint is not documented through the established complaints process. 

For example (exclusion): 

  • Complaints that were acknowledged and resolved immediately after the complaint was received (e.g. changing the temperature in a patient or resident's room)
  • The complaint needed no additional intervention 


Data Source
Local data collection
Data provided to HQO by
Local data collection
 
OTHER RELEVANT INFORMATION
Comments Detailed
** This indicator is retired for 2020/21 ** This is a priority QIP indicator for 2019/20. Current performance reporting period: most recent 12 month period. By regulation LHIN home and community care require complaints to be acknowledged to the individual that made the complaint within 2 business days. Complaints received by the LHIN home and community care need to be formally acknowledged to the individual who made the complaint. The acknowledgement is to confirm to that the issue has been received by the complaints representative/ office and the investigative process has been initiated.
 
TAGS
Sector
Home Care
Type
Outcome
Topic
Patient Relations
Dimension
Patient-centred
Source
Local data collection
 
PUBLISH
Publish Datetime
20/12/2019 15:30:00