Percentage-complaints-acknowledged-within-3-5-days

INDICATOR NAME

Name

Percentage of complaints acknowledged to the individual who made a complaint within 3 to 5 business days (Retired)

Alternate Name

Percentage of complaints acknowledged within 3 to 5 business days

INDICATOR DESCRIPTION

Description

This indicator measures the percentage of complaints received by hospitals that were acknowledged to the individual who made a complaint. This indicator is calculated on the number of complaints received in 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 by 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 three to five business days

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

All complaints received by the hospital 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 is an additional QIP indicator for 2018/19. Current performance reporting period: Most recent 12 month period. This indicator was retired in the 2019/20 QIP.