Putting out fires: a qualitative study exploring the use of patient complaints to drive improvement at three academic hospitals.

Jessica J. Liu; Leahora Rotteau; Chaim M. Bell; Kaveh G. Shojania

Study

Putting out fires: a qualitative study exploring the use of patient complaints to drive improvement at three academic hospitals.

July 10, 2019

Liu JJ, Rotteau L, Bell CM, et al. BMJ Qual Saf. 2019;28(11):894-900.

View more articles from the same authors.

When engaged in safety efforts, patients may identify hazards not detected through other means. Patient relations personnel interviewed in this qualitative study revealed that patient complaints rarely lead to organization-wide change. An Annual Perspective described how patients can effectively coengineer safer health care systems.

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