title: Inappropriate response to complaints--a missed opportunity for improvement.
authors.forename: Sue
authors.initials: S
authors.lastname: Jackson
mesh_terms: D003142:Communication; D004282:Documentation; D006801:Humans; D019300:Medical Errors / Q000517:prevention & control; D009738:Nursing Service, Hospital / Q000458:organization & administration / Q000592:standards*; D017060:Patient Satisfaction; D018907:Privacy; D011787:Quality of Health Care; D013597:Systems Analysis