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PSNet: Patient Safety Network
Journal Article
Study

What patients' complaints and praise tell the health practitioner: implications for health care quality. A qualitative research study.

Mattarozzi K, Sfrisi F, Caniglia F, et al. International journal for quality in health care : journal of the International Society for Quality in Health Care. 2017;29:83-89.

Patient complaints can provide insights about patient safety problems. This qualitative analysis examined positive and negative feedback submitted by patients. Investigators found that most complaints related more to interpersonal factors than clinical processes and the majority of positive feedback expressed gratitude, consistent with prior studies.