title: [No more fear of complaints: complaints considered as chance].
authors.forename: H
authors.initials: H
authors.lastname: Kirchner
mesh_terms: D006801:Humans; D009732:Nursing Care / Q000592:standards*; D010349:Patient Compliance / Q000523:psychology; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care; D016312:Treatment Refusal / Q000523:psychology