Australian Health Review Australian Health Review Society
Journal of the Australian Healthcare & Hospitals Association
RESEARCH ARTICLE

Turning around patient complaints in a regional hospital

David Douglas and Robyn D Harrison

Australian Health Review 19(3) 126 - 137
Published: 1996

Abstract

This paper describes the introduction by a regional general hospital of a differentsystem for handling complaints from patients. It outlines the underlying philosophyof the new system and the experiences of the hospital as the new system matured. Thepaper provides data for the first six quarters of operation of the system.

http://dx.doi.org/10.1071/AH960126

© AHHA 1996

PDF (279 KB) Export Citation