Provide Feedback |

Register

Study

The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning.

November 18, 2016

Gillespie A, Reader TW. BMJ Qual Saf. 2016;25(12):937-946.

View more articles from the same authors.

This study describes the development and validity testing of a new tool for coding and measuring the severity of patient complaints. Application of this framework could help health care organizations appropriately monitor and learn from insights from patient reports.

PubMed citation

Related Resources From the Same Author(s)

It depends who you ask: divergences in staff and external stakeholder narratives about the causes of a healthcare failure.

November 29, 2023

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

August 5, 2020

Patient identification of diagnostic safety blindspots and participation in "good catches" through shared visit notes.

January 18, 2023

Online patient feedback as a safety valve: an automated language analysis of unnoticed and unresolved safety incidents.

September 14, 2022

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights.

February 26, 2020

Walking the plank: an experimental paradigm to investigate safety voice.

July 31, 2019

Patient-centered insights: using health care complaints to reveal hot spots and blind spots in quality and safety.

October 13, 2018

Getting the whole story: integrating patient complaints and staff reports of unsafe care.

July 28, 2021

Stakeholders in safety: patient reports on unsafe clinical behaviors distinguish hospital mortality rates.

May 20, 2020

Patient complaints in healthcare systems: a systematic review and coding taxonomy.

July 16, 2014

View More

Related Resources

A mixed-methods study of challenges experienced by clinical teams in measuring improvement.

September 11, 2019

What is the role of individual accountability in patient safety? A multi-site ethnographic study.

February 23, 2018

Avoidability of hospital deaths and association with hospital-wide mortality ratios: retrospective case record review and regression analysis.

October 8, 2016

What would you ideally do if there were no targets? An ethnographic study of the unintended consequences of top-down governance in two clinical settings.

September 27, 2016

National Reporting and Learning System Research and Development.

April 13, 2016

Learning from patient safety incidents in incident review meetings: organisational factors and indicators of analytic process effectiveness.

September 23, 2015

Prevalence, nature, severity and risk factors for prescribing errors in hospital inpatients: prospective study in 20 UK hospitals.

September 9, 2015

Am I my brother's keeper? A survey of 10 healthcare professions in the Netherlands about experiences with impaired and incompetent colleagues.

January 7, 2015

Adverse event rates as measures of hospital performance.

February 9, 2012

Hospital staff should use more than one method to detect adverse events and potential adverse events: incident reporting, pharmacist surveillance and local real-time record review may all have a place.

March 28, 2011

View More

See More About The Topic

Health Care Providers

Health Care Executives and Administrators

Epidemiology of Errors and Adverse Events

To sign up for updates or to access your subscriber preferences, please enter your email address below.

5600 Fishers Lane
Rockville, MD 20857
Telephone: (301) 427-1364