Praise, suggestions and criticism

General Information on Support Options, Questions, Conflicts, and Complaints

Dear Patient, Dear Family Member,

Hospital stays are difficult—for patients, but also for their family members. At the same time, high demands are placed on doctors and nurses regarding patient care, as well as in terms of comprehensive documentation. Regardless of potential staffing shortages—which have also been highlighted in the media—these primary tasks must be reliably carried out, which can sometimes lead to communication gaps that may result in an unpleasant experience for everyone involved.

However, constructive and trusting cooperation is essential to ensure that patients and staff are not burdened further.

Under the umbrella term “complaint management,” those seeking help will find a service that offers support even in potentially conflict-prone situations.

Complaints arising in the day-to-day hospital environment from patients and their relatives are to be addressed with the help of this unit, which consists of three staff members. The departments primarily responsible (e.g., doctors and nursing staff) are also called upon to provide support. Ideally, patients, family members, and sometimes even hospital staff should reach out—preferably while the patient is still at the hospital—since experience shows that early intervention often helps clarify and calm the situation.

The next steps can be discussed with the patient or family member as soon as the questions or complaints are recorded. Under no circumstances should people who wish to contact the Complaints Management Office in good faith refrain from doing so out of fear of “consequences.” The Complaints Management Office is well-established throughout the GPR Clinic due to its supportive approach to all parties involved. Upon request, however, the next steps can be discussed with the patient or their family members.

In addition, the Quality Management and Risk Management departments can also be involved through the “Complaints Management” process if necessary.

If you have a matter you would like to bring to our attention, please contact us. We look forward to speaking with you in person—this can also be done by phone—and take your feedback seriously. The following contacts are available to you within the hospital:

Sevda Dilekli Executive
Assistant
Phone: 06142 88-4004
dilekli@~@gp-ruesselsheim.de

Carola Krug-Haselbach Executive
Assistant
Phone: 06142 88-4002
krug-haselbach@~@gp-ruesselsheim.de

Heilke Zwirn
Corporate Communications
Phone: 06142 88-1881
zwirn@~@gp-ruesselsheim.de

Another key tool is the patient survey. We determine whether patients’ and their families’ needs are being met from their perspective. Inpatient patients receive a patient questionnaire from the nursing assistant on the ward shortly before their discharge. The completed questionnaires are forwarded directly to management. From there, the questionnaires are forwarded to the clinic being evaluated and, if comments are included, to other departments as well, so that immediate action can be taken based on the feedback.

Outpatients at the Surgical Day Clinic are asked to share their opinions using questionnaires developed specifically for these areas. The data is regularly collected, evaluated, and forwarded to management.

The survey of referring physicians provides us with an overview of the requirements and preferences of referring doctors. It is therefore of particular importance to the hospital in terms of the scope and quality of its services. It also provides insight into how the hospital is perceived from the outside.

Our goal is to make our residents feel at home here. That is why your feedback and suggestions are important to us—they help us continuously improve.

Please share your suggestions, ideas for improvement, and any concerns openly and directly with us. You can contact the following person:

Sandra Krause, Quality
Management Officer
06142-88 1138
sandra.krause@~@gp-ruesselsheim.de

To better address the needs of our residents and further refine our services, we conduct regular resident surveys. The results are then discussed with the managers of the various departments, and appropriate measures are implemented immediately.

In addition, meetings with family members are held every six months, providing an opportunity for personal interaction with the facility’s staff and allowing us to gather important information about resident satisfaction from the family members’ perspective as well.

Our primary goal in providing home care services to our clients is to ensure their satisfaction with the services we provide. To this end, our clients’ feedback is very important to us, as it enables us to continuously improve ourselves and our work.

We are always open to suggestions, ideas for improvement, and feedback. Please feel free to contact our representative:

Gisela Mink,
Nursing Services Manager
06142-881888
mink@~@gp-ruesselsheim.de

Every two years, as part of our quality management process, we conduct a client survey to anonymously gather our clients’ opinions, concerns, and also their praise and appreciation. The questionnaires are evaluated by our quality management team and the nursing service managers, and measures are identified to continuously improve our processes.

In addition, our quality assurance officer regularly conducts home visits to clients to verify the implementation of our planned measures.