ArticlePatient preference and adherence2023
Collecting Patient Feedback as a Means of Monitoring Patient Experience and Hospital Service Quality - Learning from a Government-led Initiative.
Article in Patient preference and adherence, 2023. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 6 papers.
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Who cites it
6 citing papers in PubMed.
- What do patients value? A retrospective study of compliment letters from a single institution.BMJ open · 2026Article
- Mapping online patient reviews onto a data-informed service-experience framework: a content analysis of tertiary hospitals in Wuxi, China.Frontiers in public health · 2026Article
- Spatial-temporal analysis of patient complaints in Shanghai from 2015 to 2022.BMC health services research · 2025Article
- National Patient Satisfaction Survey as a Predictor for Quality of Care and Quality Improvement - Experience and Practice.Patient preference and adherence · 2025Article
- Implementation of Patient Complaint Management Mechanisms for Quality Improvement in Maternal Health Services: Exploration of Provider Perspectives at Mkuranga District Hospital.International journal of women's health · 2025Article
- Indonesian Patients' Experiences and Emotional Attachment to Healthcare Services Abroad: A Qualitative Study.Patient preference and adherence · 2025Article
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Authors and funding
4 authors.
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Abstract
Purpose: Patient feedback plays a significant role in hospital service improvement. However, how to encourage patient feedback that can guide hospital service improvement is still being explored. By examining patient feedback data related to a tertiary hospital in China that was collected from the "12345" Government Service Convenience Hotline (GSCH), the paper discusses the learnings from GSCH in encouraging patient feedback and how quality improvement initiatives have effected the number and types of complaints made by patients and their families via GSCH. Methods: The study retrospectively collected and analyzed complaints on a Tertiary General University-affiliated hospital made via GSCH between 2016 and 2020. Patient care process-related complaints were coded using the health care complaint analysis tool (HCAT) and other complaint data were categorized based on the nature of the complaints. The autoregressive integrated moving average (ARIMA) models and mosaic plots were used to observe complaints trends and different complaint variables, respectively. The relationship between various quality improvement initiatives introduced since 2018 and patient complaints was also tested. Results: Close to 67% (n=2688) of calls made to the GSCH hotlines about the hospital were classified as a complaint including 60.6% vs 39.4% related to patient care process and nonpatient care process, respectively. For patient care process-related complaints, specifically against departments and personnel, 57.72% (n=961) were on clinical departments and 55.87% (n=471) were on doctors. Comparing the proportion of the complaint data in different categories in the two-year period of 2017-2018 and 2019-2020, an increase in management problems (47.73% vs 58.50%, Conclusion: A unified, transparent, and impartial GSCH platform greatly encourages feedback from patients and families. Feedbacks provide evidence to guide health care organizations in improving the overall experience of patients and the quality of services that they provide.
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