A case study in management: the patient complaint.
The complaints of dissatisfied patients provide useful tools for monitoring the effectiveness of medical care delivered in the emergency department. To facilitate responsiveness to individual complaints and to also capture valuable feedback information, a standardized approach is recommended. Presented here is one example of a patient complaint and the manner in which it was handled.
D003142:Communication; D003258:Consumer Behavior; D004636:Emergency Service, Hospital / Q000458:organization & administration*; D006801:Humans; D010817:Physician-Patient Relations; D011216:Practice Management, Medical