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PSNet: Patient Safety Network
Journal Article

Patients do not always complain when they are dissatisfied: implications for service quality and patient safety.

Howard M, Fleming ML, Parker E. Journal of patient safety. 2013;9:224-31.

Patient complaints may provide valuable insights for clinical care. In this qualitative study, many patients who were dissatisfied did not voice their complaints to health care professionals. These findings suggest that clinicians may need to take a more active role in identifying and responding to dissatisfied patients who are not complaining.