A patient complains that discharge teaching was rushed and that the family could not ask questions. Which action best uses this feedback for quality improvement?
Correct answer: C. Review the discharge process with patients and staff
- A. Remove the complaint from the patient record
- B. Ask the patient to submit the complaint again
- C. Review the discharge process with patients and staff
- D. Tell the family that busy wards cannot provide extra time
Explanation
Reviewing the discharge process with patients and staff can identify communication barriers and guide a measurable improvement. Dismissing or hiding feedback prevents the organisation from learning from the patient experience.
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About Quality and Patient Safety
Quality and patient safety include standards of care, quality assurance, continuous quality improvement, audits, indicators and patient feedback. The subject also covers medication errors, falls, infections, communication failures, incident reporting, root cause analysis and preventive actions, distinguishing system improvement from assigning blame to an individual.
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