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PSNet: Patient Safety Network
Journal Article
Review

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

van Dael J, Reader TW, Gillespie A, et al. BMJ Qual Saf. 2020;29(8):684-695.

This article reviewed 74 academic and 10 policy resources, as well as interviewed 13 experts, to understand how to effectively integrate patient-centric complaint handling with quality monitoring and improvement. Findings highlight the need for standardized methods to use and report complaints data, novel policy strategies, and analysis strategies to generate actionable learning insights and translation into quality improvement by affecting leadership and safety culture are discussed.