Verbal complaints key for monitoring satisfaction

Patient complaints often do not get recorded or collected for meaningful interpretation or reaction. Informal complaint data should be compiled organization-wide, not department-wide. An institution-wide policy and procedure concerning patient complaints can keep staff aware of importance of patient complaints and how they should respond. A standardized, hospital-wide method for handling complaints enhances the public's image of the hospital and substantiates the hospital's concern for high-quality patient care and services.