16.6 Administration And Management Quality Improvement (Cameron)

Front 1

What are the 6 key components of

Dealing with a Complaint ?

Back 1

1. Acknowledge
2. Investigate
3. Respond
4. Staff Counsel
5. Audit / Quality Control
6. Maintaining Records

Front 2

What are the components of

"Acknowledging" a Complaint ?

Back 2

1. Medical Administration

AND

2. Complainant

Front 3

What are the components of

Investigating a complaint ?

Back 3

1. Medical records

plus
2. Staff Involved ( Medical / Nursing )

plus
3. Complainant

Front 4

What are the key components/ issues

associated with Responding to a complaint ?

Back 4

Response should be :

1. Timely ( < 72 hours )
2. Non-judgemental
3. Involve an " Apology"

( Without admission of Liability )

4. Verbal +/- Written

Front 5

What are the issues with Staff Counselling for a complaint ?

Back 5

• Advisement for involvement of Medical
• Defence if appropriate.
• Non-Judgemental approach

Front 6

What are the Audit / Quality Control issues to

address with a complaint ?

Back 6

1. Review Emergency Department Processes

- Change if indicated.
- Consider a Guideline / Policy /

Recommendation

2. Use as an Educational exercise

Front 7

List the 4 main reasons for Complaints.

Back 7

1. Problems relating to care , inadequate treatment / diagnosis or follow-up. 33.5 % [ 1/3 ]

2. Poor communication skills / rudeness / discourtesy

31.5 % [ 1/3 ]
3. **** Delays [ 26 % ] ***** [ 1/4 ]
4. Administration deficiencies [ 7% ]
- Lack of Privacy / confidentiality
- Loss of property

Front 8

What are the 2 main groups of classification of Complaints ?

Back 8

1. Clinical care problems

2. Patient / Relative grievances

Front 9

Which is incorrect regarding Complaints ?
A. The frequency of complaints is not an accurate gauge of Patient

satisfaction.
B. The incidence of complaints equates to 4.5 / 1000 patients
C. More complaints are related to Paediatric patients.
D. ED complaints make up approximately 15 % of the total Hospital

complaints.

Back 9

B. Complaint incidence = 0.26 - 3.8 / 1000

patients

Approximately : 2 / 1000

Front 10

In regards to Complaints, which of the following is correct ?
A. Inadequate treatment / diagnosis / follow-up or problems relating to care account for half of complaints made.
B. Patient satisfaction surveys rank Symptom relief and Correct diagnoses as the top 2 priorities when attending ED.
C. Failure of communication features prominently in most complaints.
D. The Federal Privacy Act dates 1988.

Back 10

C.

A = Clinical Care Problems : 1/3 :33%
B = Top 2 priorities in Satisfaction surveys:

1. Waiting Time
2. Symptom relief
3. Caring / concerned attitude
4. Correct diagnosis
D = 2001

Front 11

Which of the following is incorrect regarding ED Complaints ?
A. An apology is much more likely to defuse rather than inflame a

situation.
B. Complaints are opportunities for Learning.
C. In a Victorian Study, about 60% of complaints were resolved with an explanation or apology.
D. Good documentation may provide the only means to resolve a

dispute.

Back 11

C. 75%

Front 12

Definition of Clinical Indicators?

Back 12

Clinical Indicators = Measures of Clinical

outcomes of care.

Population based screens that help identify problems.

Front 13

Definition of Clinical Guidelines ?

Back 13

Reference Tools that help guide

Clinical Practice.

• Provide a focus for standardisation.
  
• Reference Point for Peer Review.
  

Front 14

Definition of Benchmarking ?

Back 14

Comparing performance with others.

• Use of Best practice as a marker for
  

improvement.

Front 15

Definition of Credentialling ?

Back 15

Formal process to recognise and verify an

Individual's Qualifications in a particular task / field.

Front 16

Link the following Definition and Description.

A. Benchmarking 1. Measure of Clinical Out comes of Care .

B. Credentialling 2. Reference tools that help guide Clinical Practice.

C. Clinical indicators. 3. Comparing performance with Others.

D. Clinical Guidelines 4. Verifying an Individual's Qualifications.

Back 16

Benchmarking = 3 = Comparing performance with others

Credentialling = 4 = Verifying an individual's qualifications

Clinical Indicators = 1= Measure of Clinical

Outcomes of care.

Clinical Guidelines = 2 = Reference tools that help guide Clinical practice

Front 17

List 5 Clinical Indicators that can define /

measure the Emergency department's Quality and Efficiency.

Back 17

1. Waiting times per ATS category

2. Access Block

3. Ambulance diversion rates

4. Morbidity and mortality rates

5. Written complaint rates

6. Patient DNW rates

7. Unplanned representations within 48 hours

8. Time to Cath Lab / Thrombolysis for STEMI

9. Work-related injuries

10. Medical Chart audits