Soliciting patient complaints to improve performance

Garbutt J, Bose D, McCawley BA, Burroughs T, Medoff G.  Soliciting patient complaints to improve performance.  Joint Commission Journal on Quality and Safety. 2003;29(3):103-112.

This article describes a study at a tertiary care teaching hospital in which patient complaints on service quality were actively solicited from patients during a three-month period. Interviewers received 695 complaints compared with 12 complaints received via the hospital's existing formal reporting system. Complaints were used in the unit’s quality improvement efforts. Patient satisfaction scores remained unchanged during the study period.


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