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https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1560118/
Little is known on patients' motives to lodge complaints and about patients' needs and expectations regarding the complaint handling procedures in hospitals [3,5]. This article tries to fill the gap. In this study, we gathered empirical data from over 400 patients when they initiated a …Cited by: 81
https://bmchealthservres.biomedcentral.com/articles/10.1186/1472-6963-6-106
Aug 18, 2006 · A common finding in several studies is patients' dissatisfaction with complaint handling in health care. The reasons why are for the greater part unknown. The key to an answer may be found in a better understanding of patients' expectations. We investigated patients' expectations of complaint handling in hospitals. Subjects were patients who had lodged a complaint at the complaint committees ...Cited by: 81
https://www.researchgate.net/publication/6869308_Patient_expectations_of_fair_complaint_handling_in_hospitals_Empirical_data
Patient expectations of fair complaint handling in hospitals: Empirical data Article (PDF Available) in BMC Health Services Research 6(1):106 · February 2006 with 69 Reads How we measure 'reads'
https://psnet.ahrq.gov/issue/patient-expectations-fair-complaint-handling-hospitals-empirical-data
Patient expectations of fair complaint handling in hospitals: empirical data. Friele RD; Sluijs EM. Topics. Approach to Improving Safety. Institutional Reporting. Patient Disclosure. Learning Organization. Patient Complaints. Resource Type. Study.
http://europepmc.org/articles/PMC1560118
Little is known on patients' motives to lodge complaints and about patients' needs and expectations regarding the complaint handling procedures in hospitals [3,5]. This article tries to fill the gap. In this study, we gathered empirical data from over 400 patients when they initiated a …
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2572061/
Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences. Roland D Friele, 1, 3 Emmy M Sluijs, 1 and Johan Legemaate 2 ... Sluijs EM. Patient expectations of fair complaint handling in hospitals: empirical data. BMC Health Serv Res. 2006; ...Cited by: 60
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 handled, a phenomenon that exists in a number of countries and is not well understood [1–3].The assumption – tested in this study – is that patient dissatisfaction with complaints handling consists of unmet expectations; if patients' expectations are not met or not met in full, they may feel ...Cited by: 60
https://core.ac.uk/display/118003101
Patient expectations of fair complaint handling in hospitals: empirical data . ... We investigated patients' expectations of complaint handling in hospitals.</p> <p>Methods</p> <p>Subjects were patients who had lodged a complaint at the complaint committees of 74 hospitals in the Netherlands. A total of 424 patients (response 75%) completed a ...Author: Sluijs Emmy M and Friele Roland D
https://www.narcis.nl/publication/RecordID/publicat:2416
We investigated patients' expectations of complaint handling in hospitals. METHODS: Subjects were patients who had lodged a complaint at the complaint committees of 74 hospitals in the Netherlands. A total of 424 patients (response 75%) completed a written questionnaire at …Cited by: 81
https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1742-6723.2004.00613.x
Roland D Friele, Emmy M Sluijs and Johan Legemaate, Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences, BMC Health Services Research, 10.1186/1472-6963-8-199, 8, 1, (2008).Cited by: 13
https://bmjopen.bmj.com/content/9/11/e033638
Nov 01, 2019 · Objective The study aim was to test the intra-assessor and interassessor reliability of the Healthcare Complaints Analysis Tool (HCAT) for categorising the information in the claim letters in a sample of Danish patient compensation claims. Design, setting and participants We used a random sample of 140 compensation cases completed by the Danish Patient Compensation Association that …Author: Soren Bie Bogh, Jonas Harder Kerring, Katrine Prisak Jakobsen, Camilla Hagemann Hilsøe, Kim Mikkelse...
http://europepmc.org/articles/PMC2572061/
Dec 01, 2007 · This article endeavours to explain patient (dis)satisfaction by comparing patients' expectations at the time they filed a complaint, with the outcome of the complaints handling process. The setting of the study was hospitals in the Netherlands and the subjects were patients who had lodged a complaint with the complaints committees of the ...
https://onlinelibrary.wiley.com/doi/full/10.1111/hex.12682
Being able to effectively respond to patient feedback is considered important if health‐care providers are to better monitor patient safety and quality of care, 1 improve systemic issues and encourage patient‐centred care. 4, 5, 9, 10 As described by Doig and others, it is possible to complete a feedback process with a higher opinion of the ...Cited by: 3
https://psnet.ahrq.gov/issue/how-hospitals-select-their-patient-safety-priorities-exploratory-study-four-veterans-health
Sep 25, 2019 · Patient expectations of fair complaint handling in hospitals: empirical data. Friele RD; Sluijs EM. Journal Article. Study. Description and evaluation of adaptations to the Global Trigger Tool to enhance value to adverse event reduction efforts.
https://www.bmj.com/content/336/7639/326
Feb 07, 2008 · The data are from an account of a survey (by questionnaire) of 424 patients who had initiated complaints in the Netherlands. These data suggest that the most important thing doctors can do is to admit a mistake when it has occurred. ... Patient expectations of fair complaint handling in hospitals: empirical data.Cited by: 20
https://www.healthaffairs.org/doi/full/10.1377/hlthaff.23.4.42
Patient expectations of fair complaint handling in hospitals: empirical data 18 August 2006 BMC Health Services Research, Vol. 6, No. 1 A Physicians' Agenda for Partnering With Employers and ...Cited by: 119
https://journals.sagepub.com/doi/10.1258/ce.2009.009008
Patient claims and complaints data for improving patient safety. ... London: SAGE Publications, 2004 Google Scholar. 25. Friele, RD , Sluijs, EM , Legemaate, J . Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their ... Patient expectations of fair complaint handling in hospitals ...Cited by: 13
https://www.researchgate.net/publication/235278146_Problems_with_complaint_handling_Expectations_and_outcomes
We investigated patients' expectations of complaint handling in hospitals. Subjects were patients who had lodged a complaint at the complaint committees of 74 hospitals in the Netherlands.
https://www.sciencedirect.com/science/article/pii/S1752928X12002107
How do hospitals handle patients complaints? An overview from the Paris area. ... patients' expectations of fair complaint handling in hospitals are helpful in defining criteria for a satisfactory response to complainants. 12 However, ... E.M. SluijsPatient expectations of fair complaint handling in hospitals: empirical data.Cited by: 11
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