Percentage-complaints-acknowledged-2-days - Health Quality Ontario (HQO)

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.

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 (short description i.e. not inclusions/exclusions)

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

Denominator (short description i.e. not inclusions/exclusions)

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

Adjustment (risk, age/sex standardization)- generalized

None

Data Source

Local data collection

Data provided to HQO by

Local data collection

OTHER RELEVANT INFORMATION

Comments Summary

** 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.