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https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2572061/
Methods. Subjects were 279 patients who lodged a complaint with the complaints committees of 74 hospitals in the Netherlands. They completed two questionnaires; one on their expectations at the start of the complaints handling process, and one on their experiences after the complaints procedure (pre-post design; response 50%).Cited by: 60
https://www.ncbi.nlm.nih.gov/pubmed/10140360
Handling complaints in hospitals. van der Wal G(1), Lens P. Author information: (1)Medical Inspectorate of Health for the Province of North-Holland, Haarlem, The Netherlands. GOAL: To find out about complaints procedures in hospitals in North-Holland and to …Cited by: 14
https://www.sciencedirect.com/science/article/pii/0168851094006685
Handling complaints in hospitals in the province of North-Holland (N = 21). (2 x ) or member (1 x ), as 'pre-handler' (1 x ), as 'post-handler' (1 x ) or as `handler' of the complaints about doctors (I x). In 3 hospitals the complaints were dealt with solely by the management (Fig. 1). Almost half the hospitals (10) had separate organisations ...Cited by: 14
https://bmchealthservres.biomedcentral.com/articles/10.1186/1472-6963-8-199
Sep 30, 2008 · Many patients are dissatisfied with the way in which their complaints about health care are dealt with. This study tested the assumption that this dissatisfaction consists – in part at least – of unmet expectations. Subjects were 279 patients who lodged a complaint with the complaints committees of 74 hospitals in the Netherlands. They completed two questionnaires; one on their ...Cited by: 60
https://www.americanmobile.com/nursezone/nursing-news/patient-complaints-and-how-to-handle-them/
Patient Complaints and How to Handle Them. By Brook Jillings, Contributor. Patient complaints are a common issue for all medical professionals, so handling them effectively is …
https://www.sciencedirect.com/science/article/abs/pii/0168851094006685
Results: All except two hospitals had rules for dealing with complaints. In 18 hospitals there was a complaints committee; in 12 of these the management was not — or was no longer — involved. The element of independence was expressed in a great variety of ways. In a quarter of the hospitals complaints were often not dealt with within two ...Cited by: 14
https://www.diagnosticimaging.com/blog/6-steps-dealing-patient-complaints
Dec 20, 2012 · 6 Steps for Dealing with Patient Complaints . Jim Lipcamon; December 20, 2012. During a recent employee review, we were discussing the importance of patient complaints for improving imaging operations. I emphasized the fact that complaints are golden. Those customers who share their concerns with us are those who share with us opportunities to ...Author: Jim Lipcamon
https://www.irishexaminer.com/breakingnews/ireland/hospitals-sluggish-on-handling-complaintsombudsman-finds-885229.html
Nov 14, 2018 · Headline Hospitals sluggish on handling complaints, ombudsman finds. Following the 2015 report, the HSE was to develop an online complaints management system …
https://www.inc.com/john-treace/how-to-handle-customer-employee-complaints.html
Aug 20, 2012 · 4 Easy Steps for Handling Complaints. No matter how well you run your business, you'll eventually face an unhappy customer--or employee. Make sure you handle the situation well.Author: John Treace
https://www.theguardian.com/society/2015/dec/08/nhs-watchdog-julie-mellor-slams-hospitals-handling-complaints
Dec 07, 2015 · NHS watchdog slams hospitals' handling of patient complaints ... of how hospitals examine serious complaints made against them, in which …Author: Denis Campbell
http://docs2.health.vic.gov.au/docs/doc/70C7F949D4948CA7CA25798E0072F866/$FILE/complaints_handling.pdf
deal with complaints at the point where they arise. Staff training is a fundamental aspect of a success-ful system and the related training kit is designed to help all staff manage complaints better. 2 Guide to Complaint Handling in Health Care Services
https://www.gov.uk/government/publications/nhs-hospitals-complaints-system-review
Oct 28, 2013 · Report of handling of complaints by NHS hospitals in England by Ann Clwyd MP and Professor Tricia Hart. NHS hospitals complaints system review - GOV.UK Skip to main contentAuthor: Department of Health And Social Care
https://bmchealthservres.biomedcentral.com/articles/10.1186/1472-6963-6-106
Aug 18, 2006 · Introduction. Many patients appear to be dissatisfied with legal litigation procedures [] and also with non-legal complaints handling in hospitals [2–4].This phenomenon is not well understood. Little is known on patients' motives to lodge complaints and about patients' needs and expectations regarding the complaint handling procedures in hospitals [3, 5].Cited by: 81
https://www.skillsyouneed.com/rhubarb/dealing-with-complaints.html
Keep comprehensive records of all customer complaints, from the initial problem to the eventual solution. You can then periodically assess these records, identifying any common complaints, and taking steps to improve company processes. All customer-facing staff members should be …
https://www.normgroup.org/handle-patient-complaints/
Mar 21, 2018 · Document complaints. Formally document any patient complaints, whether big or small. It is crucial that there is a protocol for handling these issues and ensuring grievances are followed up internally. If you promised to touch base with the patient, be sure to do so in a timely manner.
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