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An exploratory study of complaints handling and nature
Author(s) -
Hsieh Sophie Yahui
Publication year - 2012
Publication title -
international journal of nursing practice
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.62
H-Index - 55
eISSN - 1440-172X
pISSN - 1322-7114
DOI - 10.1111/j.1440-172x.2012.02057.x
Subject(s) - complaint , exploratory research , nursing , medicine , service (business) , quality (philosophy) , service quality , general hospital , hospital care , medical emergency , family medicine , health care , business , marketing , philosophy , epistemology , sociology , economic growth , political science , anthropology , economics , law
Different countries have different complaints handling systems. This study reveals general pathways to handling complaints that provide an overview at the case hospital as well as a general complaints handling picture in T aiwan. It explores hospital complaints and how hospital staff handle them. A large teaching hospital in T aiwan was purposefully chosen as a case study. Data were collected through in‐depth interviews, document analysis and interrogating a 3‐year complaints archive. The study found that dissatisfaction with ‘humaneness’ and ‘care/treatment’ commonly causes the case hospital patients to complain. Understanding complaint patterns, therefore, can help hospital managers improve organizational performance, which shows that certain service provision needs to be prioritized if hospital staff intend to improve service quality.