Indicator
Definition
Percent of Patient Commendations
Full data definition sign-off complete.
Name of Measure
Name of Measure (short)
Definition
Domain / Dimension
Type of Measure
Business Context
Rationale
Notes for Interpretation
Organizational Strategy
Benchmark Comparisons
Cited
References:
July 6, 2012
Percentage of Patient Commendations
Patient Commendations Percentage
Number of commendations received as a percentage of total Commendations and
Concerns recorded in the Feedback and Concerns Tracking (FACT) Database.
Health Services Delivery / 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 Relations Department. Patient experience is considered an
indicator of quality.
AHS Target: to be determined using baseline information.
Only those commendations received by the Patient Relations Department are included as
part of the measure.
A provincial process and database (FACT) for consistent tracking and addressing patient
concerns & commendations is fully implemented.
Benchmark is 8.53 %
AHS Strategic Direction 2009-2012, June 30, 2009, located at:
http://www.albertahealthservices.ca/org/ahs-org-strategic-direction.pdf
Page 1 of 3
Indicator
Definition
Percent of Patient Commendations (continued)
Technical Specifications
Metric
Preferred Display Format
Percentage
99.9%
Numerator
Number of patient commendations recorded in FACT.
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
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 Relations Department will collect structured data about patient commendations
from across the province of Alberta in a consistent manner within FACT.
Daily
Total number of concerns and commendations recorded in FACT.
Patient Relations Department staff only, submits feedback into FACT.
All feedback provided directly to operations areas. All feedback not submitted into FACT.
Any rejected feedback (based on inappropriate, duplicate or incomplete information) to the
Patient Relations Department. All advisements, consultations and queries entered into
FACT are not included.
All completed concerns and commendations records.
Daily
Technical Notes
Not currently available
Calculation
(Number of commendations logged within FACT/ Total number of commendations and
concerns logged in FACT) * 100
Number of Patient Concerns Escalated to Patient Concerns Officer.
Relationship to
Other Indicators
Level of Reporting
Frequency of Reporting
Limitations
July 6, 2012
All commendations submitted into the FACT database by patient relations staff.
Provincial, Zone
Quarterly
The Patient Relations 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.
Page 2 of 3
Indicator
Definition
Percent of Patient Commendations (continued)
Document Version History
Version
July 6, 2012
Version
Date
Summary of
Changes
1.0
May 18, 2010
Final version for initial use.
1.1
June 4, 2010
Template populated
1.2
June 5, 2010
Change title to reflect Consolidated Dashboard naming. Review and
adjust formatting. Add relationship to other indicators. Add Lead
Analyst.
1.4
June 30, 2010
Add approval statement.
1.5
August 10, 2011
Add Documentation Leads, revise Lead Analyst, Executive Lead,
remove Government of Alberta logo and add formal signoff page.
1.6
August 24, 2011
Edited and revised content to reflect current controls. Updated
Documentation Leads Executive Leader, etc.
2.0
September 9, 2011
Version ready for signoff.
2.1
May 3, 2012
Updated Domain, Dimension, Key Contact and Signatories for AB
Health
2.2
June 15, 2012
Changes to naming conventions, logos, signatories based on
organizational changes
3.0
June 26, 2012
Version ready for signoff
3.1
July 6, 2012
Full data definition signoff completed by AH. AHS completed signoff
on January 5, 2012 subsequent editorial revisions did not require
additional signoff.
Page 3 of 3