QUESTION
What is the approach and rate of complaints received by Health and Hospitals (H+H)?
2:06:16
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109 sec
Mitch Katz emphasizes the importance of complaints for learning and making service recoveries, without providing specific rates.
- Complaints are encouraged as a means for learning and service recovery.
- Common complaints include issues with food, lack of private rooms, and waiting times.
- Katz differentiates between general complaints and severe quality improvement issues, such as surgical errors.
- Although there's no specific number of complaints provided, they are tracked per hospital by categories like food, space, and wait time.
- Health and Hospitals views complaints positively unless they fail to recover services based on them.
Mercedes Narcisse
2:06:16
What are the rates of complaint that h and h receives?
Mitch Katz
2:06:20
Well, complaint are also a little bit of a challenge in that we try to encourage them.
2:06:25
We try to encourage the idea that people complain.
2:06:30
We want them to be 1st, because that's how we learn.
2:06:33
And second, because that's the only way you can make a service recovery.
2:06:37
Is if you if people complain.
2:06:40
So, I mean, we get lots of complaints.
2:06:43
The food, lack of private room waiting times.
2:06:51
But we and, again, we don't we don't view Christ complaints is necessarily a bad thing.
2:07:00
We view failure to service recover as a bad thing.
2:07:06
Obviously, there's a difference between a complaint as in I don't like the food or my meal arrived cold or I wish I was in a private room from my surgery was wrong.
2:07:18
So the the surgery went wrong.
2:07:20
That's a quality improvement issue that has to be very tightly reviewed.
2:07:27
Complaints can be like, we already know that right now, there are close to your home.
2:07:33
There are more things about the wait times at Kings Hospital because in the emergency room, because it's a lot busier than it used to be.
2:07:42
Is these things are sort of directly predictable.
2:07:45
So I don't I don't have a specific number.
2:07:48
Do you No.
2:07:49
I don't.
2:07:50
But they are but they are tracked.
2:07:52
Every single hospital and that each hospital has it by food, space, wait time, other so that that's that's and we're happy to provide that.