Indicator
Definition
Percent of Patient Commendations
Name of Measure
Name of Measure (short)
Definition
Domain
Type of Measure
Business Context
Rationale
Notes for Interpretation
Organizational Strategy
Benchmark Comparisons
Cited
References:
AHS Performance Report – June 2010
Percentage of patient commendations
Patient Commendations Percentage
Number of commendations received as a percentage of total communications submitted to
the Patient Concerns Department and the Feedback and Concerns Tracking (FACT)
Database
Acceptability
Outcome Measure
Performance measure for responsiveness to consumers and communities identified in the
AHS Strategic Plan.
Patients who are satisfied with the care they receive are encouraged to provide feedback on
their experience to the Patient Concerns department. Patient experience is considered an
indicator of quality.
AHS Target: to be determined using baseline information.
Only those commendations received by the Patient Concerns Department from patients or
their representatives are included as part of the measure. The Patient Concerns Department
tracks commendations as part of feedback received. The tendency of patients and their
representatives to commend staff directly represents a limitation of this indicator, as FACT
does not capture locally submitted feedback.
Implement a provincial process and database (FACT) for consistent tracking and addressing
patient concerns & commendations.
Presently, no consistent provincial process for collection of commendations through the
various legacy patient concerns databases exists. It is thus impossible to draw on historical
information to consistently benchmark the indicator. Once implemented, benchmark data
can be derived from FACT.
AHS Strategic Direction 2009-2012, June 30, 2009
Page 1 of 3
Indicator
Definition
Percent of Patient Commendations (continued)
Technical Specifications
Metric
Preferred Display Format
Numerator
Inclusion Criteria for
Numerator
Exclusion Criteria for
Numerator
Data Source(s) for
Numerator
Refresh Rate of
Numerator
Denominator
Inclusion Criteria for
Denominator
Exclusion Criteria for
Denominator
Data Source(s)
for Denominator
Refresh Rate of
Denominator
Technical Notes
Calculation
Relationship to
Other Indicators
Level of Reporting
Frequency of Reporting
Limitations
Percentage
99.9%
Number of patient commendations reported to Patient Concerns department.
An individual contact (ex. call) received by the Patient Concerns department is broken down
into separate items based on differences in: staff type involved (ex. physician versus nursing
commendation), exact location, primary/secondary category of commendation (ie. subject).
The measure will provide the total number of items, not the number of individual contacts
received by the Patient Concerns department.
All commendations submitted into the FACT database by patient concerns staff.
Any commendations made locally to staff as well as commendations submitted into any
other databases. Any rejected feedback (based on inappropriate, duplicate or incomplete
information).
The Patient Concerns department will collect structured data about patient commendations
from across the province of Alberta in a consistent manner within FACT. Current data
collection represents some limitations due to varying standards within different databases
across the province utilized for the collection and aggregation of commendations.
Approximately four weeks following the closing of the quarter for which the data were
collected
Total number of feedback submitted into FACT.
Only Patient Concerns department staff will submit feedback into FACT.
All feedback provided locally only. All feedback not submitted into FACT. Any rejected
feedback (based on inappropriate, duplicate or incomplete information) to the Patient
Concerns Department.
The Patient Concerns department will collect structured data about patient feedback from
across the province of Alberta in a consistent manner within FACT. Current data collection
represents some limitations due varying standards within different databases across the
province utilized for the collection and aggregation of feedback.
Approximately four weeks following the closing of the quarter for which the data were
collected
Not currently available
(Number of commendations logged within FACT/ Total number of feedback logged in FACT)
* 100
Number of Patient Concerns Open with Patient Concerns Office.
Provincial, Zone, Site
Annually, Quarterly
Indicator status: Not available – FACT database to be implemented Fall 2010
Quarterly data will be available for Q4 2010-2011 currently available quarterly.
Approximately four weeks following the closing of the quarter for which the data were
collected.
Approved on June 7, 2010 by the PMISC steering committee.
AHS Performance Report – June 2010
Page 2 of 3
Indicator
Definition
Percent of Patient Commendations (continued)
Document Version History
Version
1.0
1.1
AHS Performance Report – June 2010
Version
Date
Summary of
Changes
May 18, 2010
Final version for initial use.
May 31, 2010
Transfer to final approved version.
June 4, 2010
Template populated
June 5, 2010
Change title to reflect Consolidated Dashboard
naming. Review and adjust formatting. Add
relationship to other indicators.
June 7, 2010
Final copy for Consolidated Report.
June 30, 2010
Add approval statement.
Page 3 of 3