Tracking Complaints

Flesh, Lawrence H.; Van Riper, Joan S.
September 2005
Healthcare Executive;Sep/Oct2005, Vol. 20 Issue 5, p32
Trade Publication
Explains how U.S. hospital and health systems administrators prevent future service problems by identifying their source. Hospitals' traditional employment of patient advocates or representatives to handle complaints; Decision of VA to track complaints to identify recurring complaints so corrective action could be taken; Tracking program that does not only allows for tracking of the type of complaint or compliment, but also the location and complaints specific to gender; Consideration of secondary causes; How service issues can be addressed at the point of care.


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