How are patient complaints and issues needing immediate follow-up handled?
Each telephone interview begins by assuring respondents that their answers are anonymous. Each interview will conclude by asking the respondent if they have any unresolved issues that they wish to have someone from the hospital call them about. If so, they will then be explicitly asked for permission to give their name and telephone number to the hospital for follow-up. They will also be asked to briefly describe the nature of the issue (donations, billing, personnel, lost and found, etc.) so the appropriate person can prepare for the call. The names, numbers and nature of the issues will be faxed or e-mailed to a pre-designated person at the hospital that same day for daytime interviews, or the next business day for evening or weekend interviews. Modifications to this methodology can be made to facilitate its use for risk management, if desired.
