``We'll be Right With You'', Improving Patient Experience With Complaint Management within a Learning Health System Collaborative

James J. Perry, Operational Excellence, Performance Improvement, Value Institute Learning Center, Dartmouth Health, Lebanon, NH, USAFollow
Mackenzie Hahn, Project Management, Quality & Patient Safety, Cheshire Medical Center, Keene, NH, USAFollow
Angela Kmiec, Care Experience, Quality & Patient Safety, Cheshire Medical Center, Keene, NH, USAFollow
Brant J. Oliver, The Dartmouth Institute and Departments for Community & Family Medicine and Psychiatry, the Geisel School of Medicine at Dartmouth, Hanover, NH, USA AND Office of Care Experience, the Value Institute, Dartmouth Health, Lebanon, NH, USA

Abstract

An improvement team at Cheshire Medical-Dartmouth Health participated in the Care Experience Collaborative aimed at enhancing the patient and workforce experience. Utilizing a hybrid Lean Six Sigma DMAIC approach alongside modified Institute for Healthcare Improvement learning techniques, local teams were coached by quality improvement specialists. The project's focus was on improving the complaint management process to boost hospital ratings and recommendations. Initial assessments revealed significant inefficiencies, such as delays in response times and poor tracking of complaint resolutions. Implementing a new digital monitoring system in conjunction with standardized training resulted in substantial improvements: complaint resolution times decreased by 53%, while process efficiency increased from 1.8% to 4.5%. limitations exist in terms of generalizability to other systems or organizations, as well causal inference versus mere correlation of the findings. The initiative emphasized the importance of real-time feedback, clear ownership, and robust engagement from staff and leaders. Notably, transitioning the closure of complaints to department leaders directly enhanced patient trust and satisfaction. This project illustrates the critical role of effective complaint management in improving overall patient experience and organizational performance. This initiative, supported by strategic partnerships and formal training, underscores the value of addressing patient relations through systematic improvement methods to ultimately drive better healthcare outcomes and experiences.

Recommended Citation

Perry J, Hahn M, Kmiec A, Oliver B. ``We'll be Right With You'', Improving Patient Experience With Complaint Management within a Learning Health System Collaborative. Patient Experience Journal. 2026; 13(1):429-439. doi: 10.35680/2372-0247.2113.