[What can we learn from patients?].
Quality management is only complete and sound when it comprehensively takes all comments from patients or staff into consideration, especially negative comments. In this manner, complaints, surveys and registered risks can be seen in a synoptic way. Every comment must be evaluated in relation to isolated cases as well as in the sense of pattern recognition.
Hansis
M
M
Städt. Klinikum Karlsruhe gGmbH, Moltkestr. 90, 76133, Karlsruhe, Deutschland. martin.hansis@klinikum-karlsruhe.de
Heilmann
S
S
D003142:Communication; D005858:Germany; D007722:Health Knowledge, Attitudes, Practice; D006801:Humans; D008487:Medical History Taking / Q000379:methods*; D010361:Patients; D010817:Physician-Patient Relations