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Rethinking satisfaction surveys: time to next complaint

Farrokh Alemi1, Patrick Hurd

  • 1Department of Health Systems Administration, Georgetown University, Washington, DC, USA. fa@georgetown.edu

Joint Commission Journal on Quality and Patient Safety
|March 31, 2009
PubMed
Summary

Patient complaints offer a cost-effective alternative to satisfaction surveys for healthcare performance insights. Analyzing complaint data, even when infrequent, can reveal critical operational issues for improvement teams.

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