Berger Simone, Saut Ana Maria, Berssaneti Fernando Tobal
Department of Production Engineering, University of São Paulo, Sao Paulo, Brazil
Department of Production Engineering, University of São Paulo, Sao Paulo, Brazil.
BMJ Open. 2020 Oct 23;10(10):e037641. doi: 10.1136/bmjopen-2020-037641.
Although different forms of patient feedback are available, their use in hospital management is still limited. The objective of this study is to explore how patient feedback is currently used in hospitals to improve quality.
This is a qualitative exploratory multiple case study. Data collection included nine interviews, of an average duration of 50 min, conducted between March and June 2019. Additionally, a document and secondary data analysis were performed.
This study was conducted in three Brazilian hospitals selected for their solid patient feedback practises.
Managers from the customer service, quality, nursing, operations, projects and patient experience departments of the three hospitals.
Despite literature suggesting that organisational objectives regarding patient feedback are not clear, data show that there is managerial concern regarding the promotion of an environment capable of changing according to patient feedback. In these instances, organisational processes were structured to focus on patients' feedback and its receipt by the staff, including a non-punitive culture. Several patient feedback forms are available: voluntary events, patient surveys and informal feedback. Instruments to measure patient feedback focused on specific aspects of healthcare, to identify and clarify the problems for addressal by the management. The net promoter score was the main strategic indicator of patient feedback, used to assess the impact of improvement action.
The hospitals had established objectives that valued the patient's perspective. Involvement of the health team, availability of different channels for feedback and the use of quality tools are considered a good basis for using patient feedback to drive quality improvement.
尽管有不同形式的患者反馈，但它们在医院管理中的应用仍然有限。本研究的目的是探讨目前医院如何利用患者反馈来提高质量。
这是一项定性探索性多案例研究。数据收集包括2019年3月至6月期间进行的9次访谈，平均时长为50分钟。此外，还进行了文件和二手数据分析。
本研究在巴西的三家因扎实的患者反馈实践而被选中的医院进行。
这三家医院的客户服务、质量、护理、运营、项目和患者体验部门的管理人员。
尽管文献表明关于患者反馈的组织目标不明确，但数据显示管理层关注营造一个能够根据患者反馈进行变革的环境。在这些情况下，组织流程的构建侧重于患者反馈及其被工作人员接收，包括一种非惩罚性文化。有几种患者反馈形式：自愿活动、患者调查和非正式反馈。衡量患者反馈的工具侧重于医疗保健的特定方面，以识别和明确管理部门要解决的问题。净促进者得分是患者反馈的主要战略指标，用于评估改进行动的影响。
这些医院已确立重视患者观点的目标。医疗团队的参与、不同反馈渠道的可用性以及质量工具的使用被认为是利用患者反馈推动质量改进的良好基础。
