Back to top
Field Definitions Add to compare
 
INDICATOR NAME
Name
Percentage of complaints closed within 30 calendar days and 60 calendar days
Alternate Name
Complaints closed
 
INDICATOR DESCRIPTION
Description
This indicator measures the percent of complaints closed within 30 calendar days and 60 calendar days. This indicator would be calculated over a fiscal year. 
HQO Reporting tool/product
Public reporting
Dimension
Efficient, Patient-centred, Safe
Type
Outcome
 
DEFINITION AND SOURCE INFORMATION
Unit of Measurement
Percentage
Calculation Methods
Numerator divided by denominator times 100
Numerator (short description i.e. not inclusions/exclusions)
Total number of complaints closed within 30 calendar days   
and   
Total number of complaints closed within 31 - 60 calendar days 
Denominator (short description i.e. not inclusions/exclusions)
All complaints received by the facility via phone or written on and between the first and last calendar day including non-business days and complaints received after hours (i.e. number of complaints received within time period) 
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
This measure does not reflect the differences in complaint severity Often in-person complaints, which can be dealt with immediately and without additional intervention are not recorded with regularity and therefore have been excluded from the denominator In long-term care and home care, complaints can be submitted to the facility or the Ministry-supported action-line. For long-term care, Health Quality Ontario Patient Relations Indicator Specifications v1.0 21 this indicator will only include complaints submitted directly to the home. 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
Efficient, Patient-centred, Safe
Source
Local data collection
 
PUBLISH
Publish Datetime
26/07/2017 16:45:00