Patient feedback accreditation checklist
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This checklist lists the patient feedback and complaint evidence that hospital accreditation families such as JCI and CBAHI expect a hospital to show: a defined process, patients told how to complain in their language, complaints acknowledged and tracked, results reviewed by leadership and used for improvement. Mark what you have, partly have or lack, and you get a gap report with the evidence artefact to prepare for each gap. It is written generically and quotes no standard clauses.
How to use the checklist
Choose the accreditation you are preparing for (JCI, CBAHI, both, or a general patient experience review). Go through the twelve items with the quality manager and the person who handles complaints. “Have” means the artefact exists and is current; “Partly” means it exists for some departments or is out of date; “Missing” means nobody could produce it this week.
The gap report names a concrete evidence artefact per gap, for example a monthly patient experience report by unit or a complaint register with acknowledgement timestamps.
What the checklist covers
Six areas, which is how surveyors tend to look at patient feedback: Process (a written way to collect feedback and complaints), Patient rights (patients know how to complain, in their language), Complaint handling (acknowledged, investigated, resolved, tracked, confidential), Measurement (continuous, by unit, not a yearly survey), Improvement (leadership review, documented actions, trained staff) and Evidence (records kept for the cycle).
The wording is deliberately generic. Accreditation manuals are copyrighted and revised; the requirement pages explain the context without quoting them: JCI patient experience requirements and CBAHI patient satisfaction requirements.
What to do with the gap report
Close the Complaint handling gaps first: a complaint without an acknowledgement time or an owner is the finding surveyors write up most often, and it is the fastest to fix with a case workflow. Then Measurement: replace the annual survey with a short question at discharge, in the clinic and after the call, reported monthly by unit. The Evidence items are mostly a matter of exporting what the system already holds.
Qmeter collects patient feedback on kiosks, QR codes, SMS and web in Arabic and English, opens a case for every complaint with a deadline and an audit trail, and produces the monthly report by unit. See patient feedback for clinics and hospitals and the Arabic and English patient kiosk.
Frequently asked questions
Does completing this checklist mean we meet JCI or CBAHI requirements?
No. It is a preparation aid built from the generic evidence areas these families look at around patient feedback. Only the accrediting body can assess compliance, and the full standards cover far more than feedback.
Why are there no clause numbers?
Accreditation manuals are copyrighted and revised regularly. Quoting clause numbers would go out of date and could be wrong for your edition. The checklist describes evidence areas instead.
Who should complete it?
The quality or patient experience manager with the complaints officer, for one facility at a time. It takes about five minutes.
Is Qmeter an accredited or certified system?
No software is accredited by JCI or CBAHI; accreditation applies to the hospital and its processes. Qmeter is a feedback and complaint platform whose records can serve as evidence in those processes.
Is my data stored?
No. The answers stay in your browser. The report is e-mailed once to the address you give.
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