Performance Measure Definition
Alberta Health
Patient Commendations Percentage
Name and Definition
Full Name
Percentage of Patient Commendations
Short Name
Patient Commendations Percentage
Definition
Number of commendations received as a percentage of total Commendations and Concerns
recorded in the Feedback and Concerns Tracking (FACT) Database.
Health Services Delivery
Domain
Dimension
Acceptability
Efficiency
Appropriateness
Yes
No
No
Effectiveness
Accessibility
Safety
No
No
No
Category of Measure
Tactical
Type of Measure
Outcome Measure
Other Comments / Notes
Context
Business Context
Rationale
Notes for Interpretation
Organizational Strategy
Benchmark Comparisons
Cited References
Performance measure for responsiveness to consumers and communities identified in the AHS
Strategic Plan.
Patients who are satisfied with the care they receive are encouraged to provide feedback on
their experience to the Patient Relations Department. Patient experience is considered an
indicator of quality.
AHS Target: to be determined using baseline information.
Only those commendations received by the Patient Relations Department are included as part
of the measure.
A provincial process and database (FACT) for consistent tracking and addressing patient
concerns & commendations is fully implemented.
Benchmark is 8.53 %
AHS Strategic Direction 2009-2012, June 30, 2009 (link available in Planning Documents
section of this form)
Technical Specifications
Metric
Percentage
Preferred Display Format
99.9%
Numerator
Number of patient commendations recorded in FACT.
Inclusion Criteria for All commendations submitted into the FACT database by patient relations staff.
Numerator
Exclusion Criteria for Any commendations made locally to staff, as well as commendations submitted into any other
Numerator databases. Any rejected feedback (based on inappropriate, duplicate or incomplete
information).
Data Source(s) for The Patient Relations Department will collect structured data about patient commendations
Numerator from across the province of Alberta in a consistent manner within FACT.
Refresh Rate for Daily
Numerator
Data Steward for AHS
Numerator
Denominator
© Government of Alberta
Wednesday, February 19, 2014
Total number of concerns and commendations recorded in FACT.
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Performance Measure Definition
Alberta Health
Inclusion Criteria for Patient Relations Department staff only, submits feedback into FACT.
Denominator
Exclusion Criteria for All feedback provided directly to operations areas. All feedback not submitted into FACT. Any
Denominator rejected feedback (based on inappropriate, duplicate or incomplete information) to the Patient
Relations Department. All advisements, consultations and queries entered into FACT are not
included.
Data Source(s) for All completed concerns and commendations records.
Denominator
Refresh Rate for Daily
Denominator
Data Steward for AHS
Denominator
Technical Notes
Not currently available
Calculation
Relationship to Other Indicators
(Number of commendations logged within FACT/ Total number of commendations and
concerns logged in FACT) * 100
Number of Patient Concerns Escalated to Patient Concerns Officer.
Level of Reporting
National
No
Provincial Yes
Zone
Yes
Site
No
Annually No
Quarterly Yes
Monthly
No
Other
No
Reporting Notes
Frequency of Reporting
Other Reporting Frequency
Limitations
The Patient Relations Department tracks commendations as part of feedback received. The
tendency of patients and their representatives to commend staff directly represents a limitation
of this indicator, as FACT does not capture locally submitted feedback.
Planning Documents
Reference Documents
Name
Business Planning Document URL
AHS Strategic Direction 2009-2012,
June 30, 2009
http://www.albertahealthservices.ca/org/ahs-org-strategic-direction.pdf
© Government of Alberta
Wednesday, February 19, 2014
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