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Field Definitions Add to compare
 
INDICATOR NAME
Name
Percent of actions taken by a provider in response to a complaint by action category
Alternate Name
Action Taken in Response to a Complaint
 
INDICATOR DESCRIPTION
Description
This indicator measures the tools with which a hospital, long-term care home, or Community Care Access Centre responds to complaints submitted by patients/residents. It should reflect current practice and potentially any change ideas that emerged from the complaints process.
HQO Reporting tool/product
Public reporting
Dimension
Effective, Patient-centred
Type
Outcome
 
DEFINITION AND SOURCE INFORMATION
Unit of Measurement
Percentage
Calculation Methods
Numerator divided by the denominator times 100
Numerator (short description i.e. not inclusions/exclusions)

The number of actions-taken mapped to an action category for closed complaints.

The action categories are:

  • Communication, Education or Training with Staff
  • Education with Patient/Resident/Family
  • Process or Service Review or Enhancement
  • Change of Treatment or Location of Care
  • Billing Adjustment/Remuneration
  • Escalation to External Organization
  • Investigation and communication with patient/resident or family 
Denominator (short description i.e. not inclusions/exclusions)
Sum of total number of actions taken by a facility for closed complaints 
Adjustment (risk, age/sex standardization)- generalized
None
Data Source
Local data collection
Data provided to HQO by
Local data collection
Reported Levels of comparability /stratifications (defined)
Health care setting, Institution, Region
 
OTHER RELEVANT INFORMATION
Caveats and Limitations
In long-term care, some sites report these complaints monthly and trend results quarterly In long-term care and home care, complaints can be submitted to the facility or the Ministry-supported action-line. For long-term care, this indicator will only include complaints submitted directly to the home. CCACs include complaints that have been submitted to the action-line within their data for this indicator. Health Quality Ontario will produce facility-level online reports beginning 2018
 
TAGS
Sector
Acute Care/Hospital, Community Care Access Centre, Home Care, Long Term Care
Type
Outcome
Topic
Patient Relations
Dimension
Effective, Patient-centred
Source
Local data collection
 
PUBLISH
Publish Datetime
26/07/2017 16:34:00