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Qualitative and Quantitative Validation of Tools with Rating Scales Aimed at Assessing the Quality of University Service-Learning
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Dealing with complaints--are we doing well?

J A Miller1

  • 1West Lothian NHS Trust, St John's Hospital, Scotland, UK.

International Journal of Health Care Quality Assurance
|December 9, 1994
PubMed
Summary
This summary is machine-generated.

This study surveyed complainants about their experience with the complaints handling process. Results indicate satisfaction with response times, user-friendliness, and overall complaint resolution.

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Area of Science:

  • Healthcare Management
  • Patient Experience

Background:

  • Effective complaint handling is crucial for service improvement in healthcare.
  • Understanding complainant perspectives is vital for evaluating healthcare systems.

Purpose of the Study:

  • To investigate complainant satisfaction with complaint handling processes.
  • To assess perceptions of complaint response times and system user-friendliness.

Main Methods:

  • A nine-question survey was distributed to complainants over a three-month period.
  • A response rate of 52.3% was achieved for the complainant survey.

Main Results:

  • Complaint response times generally met established standards.
  • The complaints system was perceived as user-friendly by complainants.
  • Overall satisfaction with the complaint handling process was reported by complainants.

Conclusions:

  • The current complaints system appears effective in meeting complainant expectations.
  • Improvements in user-friendliness and timely responses contribute to complainant satisfaction.