Complaints can improve care.
Complaints are often seen as being entirely negative. However, they could be turned to the advantage of an organisation by allowing it to rectify its shortcomings. A complaints procedure can form part of a quality improvement cycle. This paper discusses why nurses are often unable to see the benefits of complaints and how they can be used to improve patient care in the future.
D006801:Humans; D009732:Nursing Care / Q000592:standards*; D017060:Patient Satisfaction; D017749:Total Quality Management