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|dc.description.abstract||Background: Patient complaints are not only expressed to healthcare providers but also to patient interest organizations. To use patient complaints effectively for continuous improvement, they have to be systematically coded and analyzed. The Healthcare Complaints Analysis Tool (HCAT) provides a valid basis for categorizing patient complaints within the inpatient settings. Yet, until now it has been only applied to patient complaints reported to healthcare providers. Research question: The HCAT has not been applied to patient complaint data of patient interest organizations which may differ from healthcare providers’ data in terms of characteristics, content or severity. Further, patient interest organizations receive patient complaints from different care settings. Therefore, the applicability of the HCAT to patient complaint data from patient interest organizations as well other care settings should be investigated. Methodology: The HCAT taxonomy is applied to patient complaint data documented by a Swiss patient interest organization. First, the HCAT is applied to an existing database of the patient interest organization to code patient complaints arising from the inpatient setting. Second, in semi-structured interviews, relevant stakeholders are asked about the structure and content of patient complaints in outpatient and homecare settings. By using a gap analysis, discrepancies between the categories of the HCAT and special requirements of the settings are identified. Results: The results indicate that the HCAT is an adequate tool to analyze patient complaints of patient interest organizations. All complaints resulting from the inpatient settings could be categorized. The results of the interviews show that the applicability of the HCAT in the outpatient and care at home settings requires some adaptions. Specific categories such as the environment in home care should be considered. Moreover, the size of the institutions should be taken into account. Implications and further research: As the interviews were conducted within a preliminary study, further research on the specific requirements on the HCAT and its implementation within the outpatient and care at home settings is necessary.||de_CH|
|dc.rights||Licence according to publishing contract||de_CH|
|dc.subject.ddc||362: Gesundheits- und Sozialdienste||de_CH|
|dc.title||Applying the health complaints analysis tool (HCAT) to patient complaint data of patient interest organizations : a qualitative analysis using data from Switzerland||de_CH|
|zhaw.departement||School of Management and Law||de_CH|
|zhaw.organisationalunit||Winterthurer Institut für Gesundheitsökonomie (WIG)||de_CH|
|zhaw.conference.details||19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019||de_CH|
|zhaw.publication.review||Peer review (Abstract)||de_CH|
|Appears in collections:||Publikationen School of Management and Law|
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