An exploratory study of complaints handling and nature.

  title={An exploratory study of complaints handling and nature.},
  author={Sophie Yahui Hsieh},
  journal={International journal of nursing practice},
  volume={18 5},
Different countries have different complaints handling systems. This study reveals general pathways to handling complaints that provide an overview at the case hospital as well as a general complaints handling picture in Taiwan. It explores hospital complaints and how hospital staff handle them. A large teaching hospital in Taiwan was purposefully chosen as a case study. Data were collected through in-depth interviews, document analysis and interrogating a 3-year complaints archive. The study… CONTINUE READING