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PSNet: Patient Safety Network
Journal Article

Identifying and encouraging high-quality healthcare: an analysis of the content and aims of patient letters of compliment.

Gillespie A, Reader TW. BMJ Qual Saf. 2020;Epub Jul 10.

The authors reviewed 1,267 compliment letters received by hospitals to identify the types of practices being complimented and how the letters varied between front-line staff and management. About one-third of the compliments focused on voluntary non-routine behaviors, such as extra emotional support or staying late to run an extra test. Front-line staff were more likely to receive letters acknowledging behavior, while management were more likely to receive letters requesting acknowledgement of or rewarding individual staff.