Do medical inpatients who report poor service quality experience more adverse events and medical errors?
Taylor BB, Marcantonio ER, Pagovich O, et al. Med Care. 2008;46:224-228.
has demonstrated that problems with service quality—for example, waits and delays, poor communication, and poor amenities—are common in hospitals. While patients tend to
these issues when surveyed about problems they perceive with the quality of care they receive, no relationship has yet been identified between service quality and patient safety. This AHRQ-funded study used retrospective chart review to correlate patients' complaints of poor service quality with documented adverse events and found that patient-reported instances of poor service quality were associated with double the risk of medical errors. The authors hypothesize that some factors associated with the quality of medical care, such as communication between team members, may also be reflected in service quality.
What do patients think about year-end resident continuity clinic handoffs?: a qualitative study.
Pincavage AT, Lee WW, Beiting KJ, Arora VM. J Gen Intern Med. 2013 Apr 18; [Epub ahead of print].
Use of an appreciative inquiry approach to improve resident sign-out in an era of multiple shift changes.
Helms AS, Perez TE, Baltz J, et al. J Gen Intern Med. 2012;27:287-291.
Avoiding handover fumbles: a controlled trial of a structured handover tool versus traditional handover methods.
Payne CE, Stein JM, Leong T, Dressler DD. BMJ Qual Saf. 2012;21:925-932.
Harm to Healing—Partnering with Patients Who Have Been Harmed.
Trew M, Nettleton S, Flemons W. Edmonton, AB, Canada: Canadian Patient Safety Institute; June 2012.
View all related resources...
Find Related Resources by...
Setting of Care
Health Care Executives and Administrators
General Internal Medicine
Discontinuities, Gaps, and Hand-Off Problems
Epidemiology of Errors and Adverse Events
Approach to Improving Safety
Agency for Healthcare Research and Quality (AHRQ)
Produced for the
Agency for Healthcare Research and Quality
team of editors
University of California, San Francisco
with guidance from a prominent
. The AHRQ PSNet site was designed and implemented by Silverchair.
Contact AHRQ PSNet
Terms & Conditions
Freedom of Information Act
The White House
USA.gov: U.S. Government Official Web Portal
Agency for Healthcare Research and Quality • 540 Gaither Road Rockville, MD 20850 • Telephone: (301) 427-1364