Clinical complaints: a means of improving quality of care.

  title={Clinical complaints: a means of improving quality of care.},
  author={Pippa Bark and Charles Vincent and Angela M. Jones and Jane Savory},
  journal={Quality in health care : QHC},
  volume={3 3},
OBJECTIVES To establish the reasons for clinical complaints, complainants' feelings about the original incident, and their motivation in complaining. DESIGN Postal questionnaire survey. SETTING 24 hospitals in North West Thames region. SUBJECTS 1007 complainants who had written to 20 hospitals between 1 January 1992 and 30 June 1993 about a complaint involving a clinical incident. MAIN MEASURES Personal details, the nature of the complaint, the complainant's reaction to the original… CONTINUE READING