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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, Shojania KG. Putting out fires: a qualitative study exploring the use of patient complaints to drive improvement at three academic hospitals. BMJ Qual Saf. 2019;28(11):894-900. doi:10.1136/bmjqs-2018-008801

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July 10, 2019
Liu JJ, Rotteau L, Bell CM, et al. BMJ Qual Saf. 2019;28(11):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.

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Liu JJ, Rotteau L, Bell CM, Shojania KG. Putting out fires: a qualitative study exploring the use of patient complaints to drive improvement at three academic hospitals. BMJ Qual Saf. 2019;28(11):894-900. doi:10.1136/bmjqs-2018-008801

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