The use of patient complaints to drive quality improvement: an exploratory study in Taiwan.

@article{Hsieh2010TheUO,
  title={The use of patient complaints to drive quality improvement: an exploratory study in Taiwan.},
  author={Sophie Yahui Hsieh},
  journal={Health services management research},
  year={2010},
  volume={23 1},
  pages={5-11}
}
This study aims to investigate the nature and resolutions of patient complaints and further to explore the use of complaints to drive quality improvement in a selected hospital in Taiwan. A teaching hospital (i.e. the Case Hospital) in Taiwan was purposefully chosen for a case study. The author conducted the critical incident technique (CIT) using questionnaires to obtain information about the complaints and the process of their resolutions. To enhance the reliability of the study, the author… CONTINUE READING

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