Identifying hot spots for harm and blind spots across the care pathway from patient complaints about general practice.

ABSTRACT:

Introduction

Healthcare complaints are underutilized for quality improvement in general practice. Systematic analysis of complaints has identified hot spots (areas across the care pathway where issues occur frequently) and blind spots (areas across the care pathway that cannot be observed by staff) in secondary care. The Healthcare Complaints Analysis Tool (HCAT) has been adapted to the HCAT(GP).

Aims

This study aimed to: (i) assess whether the HCAT(GP) can systematically analyze complaints about general practice; and (ii) identify hot spots and blind spots in general practice.

Methods

GP complaints were sampled. Complaints were coded with the HCAT(GP), classified by HCAT(GP) category (e.g. Safety, Environment, Listening), stage of care (e.g. accessing care, referral/

SUBMITTER: O'Dowd E 

PROVIDER: S-EPMC9295605 | biostudies-literature | 2022 Jul

REPOSITORIES: biostudies-literature