Using patient feedback to drive quality improvement in hospitals: a qualitative study.

ABSTRACT:

Objectives

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.

Design

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.

Setting

This study was conducted in three Brazilian hospitals selected for their solid patient feedback practises.

Participants

Managers from the customer service, quality, nursing, operations, projects and patient experience departments of the three hospitals.

Results

Despite lite

SUBMITTER: Berger S 

PROVIDER: S-EPMC7590344 | biostudies-literature | 2020 Oct

REPOSITORIES: biostudies-literature