Remedies sought and obtained in healthcare complaints

Marie M Bismark; Matthew J Spittal; Andrew J Gogos; Russell Lindsay Gruen; David M Studdert

doi:10.1136/bmjqs-2011-000109

Remedies sought and obtained in healthcare complaints

Marie M Bismark
, Matthew J Spittal
, Andrew J Gogos
, Russell Lindsay Gruen
, David M Studdert

Surgery Alfred Hospital

Research output: Contribution to journal › Article › Research › peer-review

34 Citations (Scopus)

Abstract

In the wake of adverse events, injured patients and their families have a complex range of needs and wants.......We argue that bridging the expectations gap would go far toward improving patient satisfaction with complaints systems, and suggest several ways this might be done

Original language	English
Pages (from-to)	806 - 810
Number of pages	5
Journal	BMJ Quality & Safety
Volume	20
Issue number	9
DOIs	https://doi.org/10.1136/bmjqs-2011-000109
Publication status	Published - 2011

Access to Document

10.1136/bmjqs-2011-000109

Cite this

@article{972a500426224d48935c54619d9ba20c,

title = "Remedies sought and obtained in healthcare complaints",

abstract = "In the wake of adverse events, injured patients and their families have a complex range of needs and wants.......We argue that bridging the expectations gap would go far toward improving patient satisfaction with complaints systems, and suggest several ways this might be done",

author = "Bismark, \{Marie M\} and Spittal, \{Matthew J\} and Gogos, \{Andrew J\} and Gruen, \{Russell Lindsay\} and Studdert, \{David M\}",

year = "2011",

doi = "10.1136/bmjqs-2011-000109",

language = "English",

volume = "20",

pages = "806 -- 810",

journal = "BMJ Quality \& Safety",

issn = "2044-5415",

publisher = "BMJ",

number = "9",

}

TY - JOUR

T1 - Remedies sought and obtained in healthcare complaints

AU - Bismark, Marie M

AU - Spittal, Matthew J

AU - Gogos, Andrew J

AU - Gruen, Russell Lindsay

AU - Studdert, David M

PY - 2011

Y1 - 2011

N2 - In the wake of adverse events, injured patients and their families have a complex range of needs and wants.......We argue that bridging the expectations gap would go far toward improving patient satisfaction with complaints systems, and suggest several ways this might be done

AB - In the wake of adverse events, injured patients and their families have a complex range of needs and wants.......We argue that bridging the expectations gap would go far toward improving patient satisfaction with complaints systems, and suggest several ways this might be done

UR - http://qualitysafety.bmj.com/content/20/9/806.full.pdf

U2 - 10.1136/bmjqs-2011-000109

DO - 10.1136/bmjqs-2011-000109

M3 - Article

SN - 2044-5415

VL - 20

SP - 806

EP - 810

JO - BMJ Quality & Safety

JF - BMJ Quality & Safety

IS - 9

ER -

Remedies sought and obtained in healthcare complaints

Abstract

Access to Document

Other files and links

Cite this