Journal Article

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

Gillespie A, Reader TW. The Milbank quarterly. 2018;96:530-567.

Patient voices provide crucial insight into health care safety hazards. Researchers classified 1110 patient complaints submitted to England's National Health Service to identify stages of care where harm occurred. The most common cause of major or catastrophic harm was diagnostic error.