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Field Definitions Add to compare
 
INDICATOR NAME
Name
Rate of complaints received by a facility/Community Care Access Centre per 1000 patients/residents
Alternate Name
Rate of complaints received
 
INDICATOR DESCRIPTION
Description
This indicator measures the number of complaints received by a hospital, long-term care home or Community Care Access Centre (CCAC) as a rate over 1000 patients/residents. The indicator calculates the rate of complaints received within a fiscal year.
HQO Reporting tool/product
Public reporting
Dimension
Patient-centred, Safe
Type
Outcome
 
DEFINITION AND SOURCE INFORMATION
Unit of Measurement
Rate per 1,000 patients
Calculation Methods
This indicator will be calculated as follows:   
Rate per 1000 patients = Total number of complaints received by an organization divided by the total number of patients/residents times 100
Numerator (short description i.e. not inclusions/exclusions)
All complaints received by the facility within a fiscal year
Denominator (short description i.e. not inclusions/exclusions)
Per 1000 patients/residents served by the hospital, long-term care home Community Care Access Centre in the fiscal year
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
 
OTHER RELEVANT INFORMATION
Caveats and Limitations
The recommendations emerging from the pilot phase resulted in the separation of ‘timing’ and ‘access’ as complaint categories to differentiate between not having access to care, versus delayed care or treatment. Operational / Administration / Finance / Cost were combined into ‘administration’ as a broader category as the numbers for these were not significant enough to warrant separate categories. 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. Health Quality Ontario will produce facility level online reports beginning 2018
 
TAGS
Sector
Acute Care/Hospital, Home Care, Long Term Care
Type
Outcome
Topic
Patient Relations
Dimension
Patient-centred, Safe
Source
Local data collection
 
PUBLISH
Publish Datetime
26/07/2017 16:44:00