TY  - JOUR
AB  - Continuous quality improvement focuses on the customer and, therefore, requires attention to customers’ feedback as a vital input. Customers’ feedback in general hospitals includes utilization statistics of various services, patient satisfaction surveys and patients’ complaints. The role of complaint data as a management tool, and particularly as applied to quality improvement, has received little attention in the literature. As a quality control tool, complaints are investigated on the individual, unit and organizational levels. Repeated complaints about the same units, procedures or individuals, are especially important for quality review. The role of the hospital administration is to draw on the human, technological and procedural resources at its disposal, along a solution time interval (immediate, short and long term), in designing its policy for quality improvement. Presents three examples of policy changes. The aggregate of complaint data serves, in addition, for follow‐up of the effect of changes introduced by policy decisions.
VL  - 10
IS  - 3
SN  - 0268-9235
DO  - 10.1108/02689239610122306
UR  - https://doi.org/10.1108/02689239610122306
AU  - Javetz Rachel
AU  - Stern Zvi
PY  - 1996
Y1  - 1996/01/01
TI  - Patients’ complaints as a management tool for continuous quality improvement
T2  - Journal of Management in Medicine
PB  - MCB UP Ltd
SP  - 39
EP  - 48
Y2  - 2024/04/27
ER  -