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Why do systems for responding to concerns and complaints so often fail patients, families and healthcare staff?

Martin GP, Chew S, Dixon-Woods M. Why do systems for responding to concerns and complaints so often fail patients, families and healthcare staff? A qualitative study. Soc Sci Med. 2021;287:114375. doi: 10.1016/j.socscimed.2021.114375

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September 29, 2021
Martin GP, Chew S, Dixon-Woods M. Soc Sci Med. 2021;287:114375.
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Engaging patients and families in patient safety efforts and encouraging them to speak up about concerns is an ongoing healthcare priority. Based on narrative interviews with people raising and responding to concerns and complaints in six English National Health Service (NHS) organizations, this study explored how substandard responses to concerns and complaints can lead to organizational failures.

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Martin GP, Chew S, Dixon-Woods M. Why do systems for responding to concerns and complaints so often fail patients, families and healthcare staff? A qualitative study. Soc Sci Med. 2021;287:114375. doi: 10.1016/j.socscimed.2021.114375

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