Dealing with complaints--are we doing well?
Investigates the views of complainants and how they felt that their complaints had been handled. Complainants from a three-month period were sent a nine-question questionnaire to which the response rate was 52.3 per cent. Shows that, on the whole, complaint-response times were being met; the complaints system was seen as user friendly; and overall, complaints were satisfied with the way in which their complaints were handled.
Miller
J A
JA
West Lothian NHS Trust, St John's Hospital, Scotland, UK.
D003258:Consumer Behavior; D005069:Evaluation Studies as Topic; D005246:Feedback; D006779:Hospitals, Public / Q000592:standards; D013222:State Medicine / Q000458:organization & administration / Q000592:standards*; D011795:Surveys and Questionnaires; D013997:Time Factors; D006113:United Kingdom