Dossier n. 181/2009 [Abstract] Citizens’ remarks to the Offices for relations with the public at Health Trusts. Regional report 2008

Since 2003 an informatics system was implemented in all the Health Trusts of Emilia-Romagna to collect and manage citizens’ remarks (complaints, praises, notes, suggestions); this system allows health organizations to have a feedback on their activities and to get data and information in order to improve care paths, to recognize their strengths and to increase citizen’s confidence in the Health system.

The volume presents the analysis of all remarks registered from January 1st through December 31st, 2008 and a study on the 2003-2008 trend of all kinds of remarks.

In 2008 16,633 remarks were presented, in particular:

• 7,445 complaints (44% of the total),
• 6,191 praises (37% of the total),
• 2,457 notes (15% of the total),
• 424 suggestions (3% of the total),
• 116 improper remarks (1% of the total).

A general increase of remarks can be noticed, from 12,001 in 2003 to 16,633 in 2008 (+4.632); the 2003-2008 trend analysis on the different types of remarks highlights a decrease of complaints in comparison to praises; this datum underlines the added value offered by the informatics system, that allows to identify not only critical aspects that can be improved but also positive elements that citizens experience and report to the organization itself.

As in previous years, also in 2008 “technical professional aspects” collect most remarks; this demonstrates that citizens give importance to the quality of provision both in negative and in positive terms: the category collected 1,574 complaints (corresponding to 21% of total complaints) and 3,371 praises (54% of total praises).

“Relational aspects” collected most praises - in particular for “courtesy and kindness” - confirming the positive trend of the preceding years.

Many remarks concern “Organization bureaucratic administrative aspects”, as in the past; however, citizens’ dissatisfaction has decreased, in particular between 2006 and 2008.

The category “time” collects an increasing number of complaints, from 932 in 2005 (corresponding to 12.2% of complaints) to 1,395 in 2008 (18,7%).

The analysis of remarks distribution in the Health Trusts of Emilia-Romagna offers interesting indications as it represents an indicator of how each Health Trust uses the informatics system and also of how the population of that area believes that their opinion will be listened by the health organization.

Finally, some attention is focused on management elements that influence the system; in the 2007-2008 period, the Regional Agency for Health and Social Care and the Offices for Relations with the Public of the Health Trusts have elaborated some operational instruments to facilitate data entry and interpretation. The outputs will also contribute in overcoming possible differences in the use of the system by the various Health Trusts, thus allowing a more precise regional picture of remarks.