Using a stakeholder co-design approach to develop interventions for quality improvement based on patient complaints

Background: While research into complaints made about hospitals is increasing, this has yet to be translated into interventions to improve quality and safety. Incorporating the views of stakeholders into learning from complaints can be an effective means of bridging the gap between research and implementation in patient safety research. Aims: The aim of the study is to assess whether a co-design approach involving stakeholders is feasible and effective for identifying interventions to address issues from patient complaints. Methods: A series of online workshops and surveys were utilized to collate the views of stakeholders including patients, healthcare providers, health system researchers, and healthcare managers on how to improve quality and safety in care. Findings of previous analyses of patient complaints were used to identify the focus of this study and guide participants. The strength and feasibility of the interventions outlined by participants was subsequently assessed. Results: Thirty-two interventions were outlined across the two workshops. These were ranked by participants using the APEASE model. Participants considered the co-design approach an appropriate and effective way to identify interventions for quality and safety improvement. Conclusions: Stakeholder co-design demonstrated excellent potential for suggesting interventions to improve patient safety based on the findings of complaints analyses.