Journal Article
Study

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

Liu JJ, Rotteau L, Bell CM, et al. BMJ quality & safety. 2019;28:894-900.

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.