title: Turning around patient complaints in a regional hospital.
abstract: This paper describes the introduction by a regional general hospital of a different system for handling complaints from patients. It outlines the underlying philosophy of the new system and the experiences of the hospital as the new system matured. The paper provides data for the first six quarters of operation of the system.
authors.affiliation: School of Health Sciences, Northern Territory University.
authors.forename: D
authors.initials: D
authors.lastname: Douglas
authors.forename: R D
authors.initials: RD
authors.lastname: Harrison
mesh_terms: D001291:Attitude of Health Personnel; D001315:Australia; D006769:Hospitals, General / Q000458:organization & administration; D006801:Humans; D008505:Medical Staff, Hospital; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care