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Do medical inpatients who report poor service quality experience more adverse events and medical errors?
Taylor BB, Marcantonio ER, Pagovich O, et al. Med Care. 2008;46:224-228.
Prior research has demonstrated that problems with service quality—for example, waits and delays, poor communication, and poor amenities—are common in hospitals. While patients tend to identify these issues when surveyed about problems they perceive with the quality of care they receive, no relationship has yet been identified between service quality and patient safety. This AHRQ-funded study used retrospective chart review to correlate patients' complaints of poor service quality with documented adverse events and found that patient-reported instances of poor service quality were associated with double the risk of medical errors. The authors hypothesize that some factors associated with the quality of medical care, such as communication between team members, may also be reflected in service quality.
Developing and Testing the Health Care Safety Hotline: A Prototype Consumer Reporting System for Patient Safety Events. Final Report.
Schneider EC, Ridgely MS, Quigley DD, et al. Rockville, MD: Agency for Healthcare Research and Quality; May 2016. AHRQ Publication No. 16-0027-EF.
Patient safety hotlines are a strategy to improve reporting and collecting of comments from patients, clinicians, and staff to notify hospitals about problems in care processes. This report describes the development of one such program, the Health Care Safety Hotline. Drawing from design and testing of the hotline, the authors conclude that more research is needed to understand why patients were more likely to access reports than contribute to them and how to simplify goals for the tool to enhance its usefulness.