作者
Reema Harrison, Merrilyn Walton, Judith Healy, Jennifer Smith-Merry, Coletta Hobbs
发表日期
2016/4/1
期刊
International Journal for Quality in Health Care
卷号
28
期号
2
页码范围
240-245
出版商
Oxford University Press
简介
Objective
To explore the applicability of a patient complaint taxonomy to data on serious complaint cases.
Design
Qualitative descriptive study.
Setting
Complaints made to the New South Wales (NSW) Health Care Complaints Commission, Australia between 2005 and 2010.
Participants
All 138 cases of serious complaints by patients about public hospitals and other health facilities investigated in the 5-year period.
Main Outcome Measure
A thematic analysis of the complaints was conducted to identify particular complaint issues and the Reader et al. (Patient complaints in healthcare systems: a systematic review and coding taxonomy. BMJ Qual Saf 2014;23:678–89.) patient complaint taxonomy was then used to classify these issues into categories and sub-categories.
Results
The 138 …
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R Harrison, M Walton, J Healy, J Smith-Merry, C Hobbs - International Journal for Quality in Health Care, 2016
