Patient involvement. Complain and simple.
Complainants have been involved in designing a new system for addressing and preventing patient concerns. Many have become volunteer members of patient involvement groups. Formal and Informal complaints have dropped significantly in the past two years. Addressing issues when 'they are going wrong, rather than have gone wrong' has been emphasised.
Greenwood
Lynne
L
D017598:Efficiency, Organizational; D006767:Hospitals, District / Q000592:standards*; D006801:Humans; D017060:Patient Satisfaction; D013222:State Medicine; D017749:Total Quality Management / Q000379:methods*; D006113:United Kingdom