Article 2, Volume 1 Issue 1:

An ISO 10002:2004-based feedback-handling system for the emergency and inpatients care

Author

Mohammad Ashiqur Rahman Khan – (University of Alberta)

Stanislav Karapetrovic – (University of Alberta)

Received April 30, 2014; accepted August 1, 2014.

Abstract

The development of an ISO 10002:2004-based system for handling unsolicited patient feedback within a continuum of care in a Canadian hospital is presented. Through interviews of registered nurses, unit managers and experts, patient encounters and existing feedback-handling activities were studied and the learning was incorporated in a Feedback Handling System (FHS). Guidance from ISO 10004:2012 was used in defining FHS maintenance activities. New activities and items that are not suggested in ISO 10002:2004 were introduced. The FHS follow-up component was validated through actual patient feedbacks. The usefulness and feasibility of the developed FHS were verified by interviewing research participants. According to the feedback-handling experts, the FHS could be useful at the unit–level. To our knowledge, this paper shows the first application of ISO 10002:2004 in integrated health care. It also demonstrates an example of the “augmentation” of ISO 10002:2004 with ISO 10004:2012-based monitoring of patient satisfaction in integrated health care.

Se presenta el desarrollo de un sistema basado en la ISO 10002: 2004 para manejar la retroalimentación de pacientes no solicitados dentro de una atención continua en un hospital canadiense. A través de entrevistas con enfermeras registradas, gerentes de unidades y expertos, se estudiaron los encuentros con pacientes y las actividades de gestión de retroalimentación existentes y el aprendizaje se incorporó en un Sistema de Gestión de Retroalimentación (FHS). Se utilizó la guía de la ISO 10004: 2012 para definir las actividades de mantenimiento de FHS. Se introdujeron nuevas actividades y elementos que no se sugieren en la ISO 10002: 2004. El componente de seguimiento de FHS fue validado a través de retroalimentaciones reales de pacientes. La utilidad y la viabilidad del FHS desarrollado se verificaron entrevistando a los participantes de la investigación. Según los expertos en gestión de comentarios, el FHS podría ser útil a nivel de unidad. Hasta donde sabemos, este documento muestra la primera aplicación de la ISO 10002: 2004 en la atención médica integrada. También muestra un ejemplo del “aumento” de la ISO 10002:2004 con el monitoreo basado en la ISO 10004:2012 de la satisfacción del paciente en la atención médica integrada.

Citation

Ashiqur Rahman Khan, M., & Karapetrovic, S. (2014). An ISO 10002: 2004-based feedback-handling system for the emergency and inpatients care. European Accounting and Management Review1(1).

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