Abstract
The importance of improving the analysis of complaints about poor healthcare experiences is recognized but often not addressed. We explored the utility of the Healthcare Complaints Assessment Tool for analyzing written complaints in a specialist pediatric hospital receiving relatively few, but complex, complaints. The scoring framework could be applied but, in contrast to previous work, the complexity of complaints was considerably greater. Responses to the complainant were also scored and we identified instances of both higher and lower levels of severity than identified by the complainant, suggesting a novel application of the tool which will be important for institutional learning.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
