Taking complaints seriously: using the patient safety lens
Meyers Primary Care Institute; Department of Medicine, Division of Geriatric Medicine
Health Services Administration | Health Services Research
Yet few healthcare institutions see patient complaints as adverse events. Instead, at most institutions, patient complaints are handled by patient relations or risk management departments, with a primary goal of mollifying the patient and avoiding litigation, missing the opportunity not only to meet the affected patients’ needs but also to improve the quality of care going forward by identifying root causes and developing prevention plans.
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Citation: BMJ Qual Saf. 2015 Jun;24(6):352-5. doi: 10.1136/bmjqs-2015-004337. Epub 2015 May 14. Link to article on publisher's site
Human error, Patient safety, Quality improvement
BMJ quality and safety
Gallagher, Thomas H. and Mazor, Kathleen M., "Taking complaints seriously: using the patient safety lens" (2015). University of Massachusetts Medical School Faculty Publications. 982.