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Evaluation of patient and family outpatient complaints as a strategy to prioritize efforts to improve cancer care delivery.
Mack JW, Jacobson J, Frank D, et al. Jt Comm J Qual Patient Saf. 2017;43:498-507.
Previous research has established that patient complaints can shed light on patient safety concerns. This analysis of 266 patient complaints in cancer care found that more than 40% were interpersonal in nature, whereas 11% were related to quality and safety. The authors suggest ongoing, systematic analysis of patient complaints in order to identify suboptimal care.