title: The management of patient complaints and dissatisfaction.
abstract: Patient satisfaction is an integral component of the measurement of health care quality. Proper attention to patient complaints is one part of a patient satisfaction management strategy aimed at revealing and alleviating the causes of patient dissatisfaction.
authors.affiliation: Department of Surgery, University of Michigan Medical School, Ann Arbor.
authors.forename: L R
authors.initials: LR
authors.lastname: Schwartz
authors.forename: D T
authors.initials: DT
authors.lastname: Overton
mesh_terms: D004636:Emergency Service, Hospital / Q000458:organization & administration / Q000592:standards*; D005251:Fees, Medical; D006801:Humans; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D011785:Quality Assurance, Health Care