Turning around patient complaints in a regional hospital
David Douglas and Robyn D Harrison
Australian Health Review
19(3) 126 - 137
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.
Full text doi:10.1071/AH960126
© AHHA 1996