Patient complaints about hospital services: applying a complaint taxonomy to analyse and respond to complaints.

Harrison R, Walton M, Healy J, Smith-Merry J, Hobbs C. Int J Qual Health Care. 2016;28:240-245.

This study applied a patient complaint taxonomy to complaints reported over a 5-year period to a large organization in Australia. Researchers were able to assign each of the complaints to one of the domains of the original taxonomy, but they discovered potential refinements to the model that may improve widespread applicability.

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