University of Massachusetts Medical School Faculty Publications


Taking complaints seriously: using the patient safety lens

UMMS Affiliation

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

Publication Date


Document Type



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.

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


Human error, Patient safety, Quality improvement

Journal/Book/Conference Title

BMJ quality and safety

PubMed ID