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PSNet: Patient Safety Network
Book/Report

Shifting the Mindset: A Closer Look at Hospital Complaints.

Shifting the Mindset: A Closer Look at Hospital Complaints.  Newcastle upon Tyne, UK:  Healthwatch; January 2020.

Organizations need to do more than report and collect complaint data to realize improvements based on what is compiled. This report highlights weaknesses in the UK National Health Service (NHS) incident reporting program. It argues that an approach involving improved public and organizational access to complaint information will optimize learning.