Dossier n. 204/2011 [Abstract] Citizens’ remarks to the Offices for relations with the public at Health Trusts. Regional report 2009

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, 2009 and a study on the 2003-2009 trend of all kinds of remarks.

In 2009 18,773 remarks were presented (17,101 by citizens), in particular:

• 8,306 complaints (44% of the total),
• 6,750 praises (36% of the total),
• 2,833 notes (15% of the total),
• 507 suggestions (3% of the total),
• 377 improper remarks (2% of the total).

A general increase of remarks can be noticed, from 12,001 in 2003 to 18,773 in 2009 (+6,772). The 2003-2009 trend analysis on the different types of remarks highlights a decrease of complaints in comparison to praises; however, the analysis of the absolute values in 2008 and 2009 shows a new increase in complaints (from 7,445 to 8,306), while the analysis of percentages highlights a little decrease of both complaints and praises.

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 1,842 complaints (corresponding to 22% of total complaints) and 3,355 praises (50% 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, but shows a new increase in 2009.

The category “time” collects an increasing number of complaints, from 932 in 2005 (corresponding to 12.2% of complaints) to 1,434 in 2009 (17%). As compared to previous years, in 2009 citizens show more uneasiness for waiting on the day of the visit than for the waiting time between the reservation and the actual visit.

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.