University of Massachusetts Medical School Faculty Publications

Title

Taking complaints seriously: using the patient safety lens

UMMS Affiliation

Meyers Primary Care Institute; Department of Medicine, Division of Geriatric Medicine

Date

6-1-2015

Document Type

Editorial

Disciplines

Health Services Administration | Health Services Research

Abstract

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.

Rights and Permissions

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

Related Resources

Link to Article in PubMed

Keywords

Human error, Patient safety, Quality improvement

PubMed ID

25977314