My Lived Experience: The call for a more structured and empathetic approach to managing healthcare complaints & grievances

In the early hours of July 23, 2020, against the backdrop of forced lockdowns and the height of the COVID-19 pandemic, tension gripped the Neonatal Critical Care Unit as my premature twin girls, Sofia and Chloe, faced a critical phase in their delicate journey.?

Born just days prior at 31 weeks, weighing 1.3kg and 2.1kg respectively, their struggle for survival was palpable. Sofia, at 1.3kg,? grappling with feeding challenges, pushed through nights of exhaustion with me beside her incubator.

Then, a concerning incident unfolded. A seasoned nurse, perhaps a bit set in her ways, unintentionally caused alarm by overfeeding Sofia, resulting in a flurry of medical attention. The result was aspiration and her lungs filling with milk. Amidst the chaos, my heart raced with concern for my daughter's well-being, yet I remained hopeful for their recovery.

I was aware that this nurse had pushed Sofia too far and hadn’t followed recommended practices, having confirmed my thoughts with other nursing staff. This was the last of a long list of incidents that we had experienced that negatively impacted our journey in the NICU. The difference in care delivered by nurses was tremendous. Looking at the shift roster we knew what kind of day we would have. Challenges around the attentiveness of nurses, empathy towards us and explanations of what was happening still pierce my mind from those long days and nights.?

Raising the Alarm

Feeling deeply concerned for my daughter's well-being, I spoke with the Nursing Director to share my worries and hopes for better care. Although my feedback was acknowledged, the absence of further follow-up left me wondering if similar situations might arise in the future.?

Reflecting on this experience prompted me to shift gears in my career, focusing on experience management (XM) within the realm of patient and employee experiences in public healthcare. With this comes the ambition to help Healthcare organisations better leverage technology to transform Patient Experiences.? It's a journey driven by the desire to improve care and ensure that others don't encounter the same uncertainties we face.

A Current Look at Healthcare Complaints and Grievances

A robust patient complaints management system involves the thorough collection (Listening), and analysis of complaints data (Understanding), followed by proactive actions (Acting) based on this information.?

Two critical elements are pivotal for the effective management of patient complaints. Firstly, patients should have the opportunity to provide feedback on their healthcare experiences, including aspects such as the quality of care, staff competency and empathy, and the availability of resources. Patients need to voice their concerns when their experiences do not meet their expectations.?

Secondly, healthcare systems must possess the capability to adequately analyse, address, and utilise this patient feedback. Whilst I had the opportunity to voice my concern about Sofia’s care, there was no systematic way for me to share this information so that it is analysed, understood and acted upon resulting in change.?

This feedback can be instrumental in driving quality improvement initiatives within healthcare services and enhancing employee experience processes. Recent evaluations underscore the importance of integrating patient complaints into a cohesive system that ensures prompt responses to feedback and consistent follow-up actions. It is without doubt that neglecting to respond to patient complaints can lead to frustration and disengagement from healthcare services. In some instances, it may even escalate to violence, as observed in certain recently during the Covid-19 pandemic.?

Healthcare organisations must prioritise the incorporation of patient feedback into their systems and ensure swift and meaningful responses to complaints to foster patient satisfaction and safety. There is substantial literature on the nature and amount of patient complaints. For example, a recent systematic review as cited in the National Library of Medicine,? identified a range of issues that inform patient complaints within the health sector.?

The breakdown in the types of issues is as follows:

• ?Issues of safety and quality of care account for 33.7% of all complaints,?
• Management-related issues (processes related to admission, discharge, billing, finances, referrals) for 35.1%, and?
• Problems in staff–patient relationships (behavior, conduct, communication) for 29.1%.

Transforming Complaints and Grievance Listening?

Qualtrics has launched its Complaints and Grievances solution aimed at improving how healthcare organisations handle quality of care improvements. This solution, integrated into the Qualtrics XM Platform, allows providers to manage patient feedback effectively, leading to better patient experiences, stronger emotional connections, and reduced regulatory burdens. By consolidating multiple case management tools into a single system, the solution streamlines complaint and grievance management automates workflows and provides actionable insights for real-time service needs.?

Since rolling out the Complaints and Grievances solution in 2023, Stanford Health has achieved more effective listening across multiple channels with 11% of patients now sharing concerns online versus a call or mail, resulting in a 30% reduction in open cases and improved staff efficiency. The solution has also led to an enhanced user experience, improved reporting and greater transparency between teams.?

In summary, Qualtrics' Complaints and Grievances solution revolutionises how healthcare organisations handle quality of care improvements. By offering a robust platform for managing patient feedback and streamlining workflows, it fundamentally transforms complaints and grievance listening in healthcare. As Qualtrics pioneers innovation in experience management, healthcare organisations in Australia and New Zealand can trust this solution to enhance patient care and cultivate meaningful patient connections, driving continual improvement and delivering human-centred healthcare.