Related Experiment Video
Updated: Jun 12, 2026
08:50
How to Study Placebo Responses in Motion Sickness with a Rotation Chair Paradigm in Healthy Participants
Published on: December 14, 2014
Factors influencing the pathways in response to complaints
1Ming-Chuan University, Taoyuan, Taiwan. hsieh_yahui@hotmail.com
International Journal of Health Care Quality Assurance
|June 12, 2010
Summary
Hospital staff response to patient complaints varies by complaint type. Understanding complaint nature is key for healthcare managers to improve complaint resolution and reduce rates.
Area of Science:
- Healthcare Management
- Patient Experience
- Organizational Behavior
Background:
- Patient complaints are crucial for service improvement in healthcare.
- Existing research often lacks detailed analysis of complaint handling pathways and outcomes.
- Understanding staff responses is vital for effective complaint resolution.
Purpose of the Study:
- To explore hospital staff responses to patient complaints.
- To identify factors influencing the pathways of complaint response.
- To provide insights for improving healthcare complaint management.
Main Methods:
- An exploratory case study was conducted in a large Taiwanese hospital.
- The critical incident technique (CIT) was employed, using questionnaires and non-participant observations.
- Data from 59 collected cases were triangulated for comprehensive analysis.
Main Results:
- Staff responses differed based on complaint categories: 'humaneness,' 'communication,' and 'care/treatment.'
- Responses often involved investigation, explanation, empathy, and referral to relevant units.
- Organizational responses were influenced by complaint type, severity, method, and patient status.
Conclusions:
- Complaint nature is the primary driver of response pathways in hospitals.
- Healthcare managers must classify complaint types to implement appropriate handling procedures.
- Tailored guidelines for different complaint categories can enhance resolution and reduce complaint rates.
Related Concept Videos
01:22Diversity in Cell Signaling Responses
The physiological function of a cell and cellular communication are outcomes of a range of extrinsic signals, intracellular signaling pathways, and cellular responses. No two cell types express the same repertoire of signaling components. Receptors are highly selective for their cognate ligands, but once activated, they can alter multiple cellular processes such as DNA transcription, protein synthesis, and metabolic activity.
Graded and Abrupt Responses
Some signaling systems generate...
Graded and Abrupt Responses
Some signaling systems generate...
01:25Factors Affecting Perception
Perception is influenced by perceptual set, context, motivation, and emotion. Perceptual set, or perceptual expectancy, refers to the tendency to perceive things in a particular way, influenced by previous experiences and expectations. This phenomenon affects the interpretation of stimuli, creating a set of mental tendencies and assumptions that impact sensory perceptions of sound, taste, touch, and sight.
An illustrative example of a perceptual set is the scenario where an airline pilot told...
An illustrative example of a perceptual set is the scenario where an airline pilot told...
01:21Factors Affecting Drug Response: Overview
When it comes to infants and young children, they are typically administered smaller doses of medication in comparison to adults. This is primarily because their organ functions still need to fully develop, meaning their bodies are not as efficient at metabolizing or eliminating drugs. Additionally, their blood-brain barrier is more permeable than in adults. As a result, high concentrations of drugs can easily penetrate the central nervous system (CNS), potentially leading to neurological...
01:19Interactions Between Signaling Pathways
Signaling cascades usually lack linearity. Multiple pathways interact and regulate one another, allowing cells to integrate and respond to diverse environmental stimuli.
Convergence and divergence, and cross-talk between signaling pathways
Two distinct signaling pathways can converge on a single functional unit, which may either be a single protein or a complex of proteins. The response is either functionally distinct or synergistic between the two pathways but different from the response...
Convergence and divergence, and cross-talk between signaling pathways
Two distinct signaling pathways can converge on a single functional unit, which may either be a single protein or a complex of proteins. The response is either functionally distinct or synergistic between the two pathways but different from the response...
01:20Psychological Responses to Stress
Psychological responses to stress encompass the various cognitive and emotional reactions individuals experience when faced with challenging or threatening situations, such as a job loss. Prolonged exposure to stressors can disturb emotional balance, increasing negative emotions (e.g., anxiety and sadness) and diminishing positive emotions (e.g., joy and satisfaction). These persistent emotional shifts are associated with an increased risk of both physical illness and mental health issues, such...
01:29Psychological and Sociocultural Causes of Schizophrenia
Schizophrenia, a complex psychiatric disorder, has been historically misunderstood. Early psychological theories attributed its origins to childhood trauma and unresponsive parenting. However, contemporary research largely rejects these notions, favoring the vulnerability-stress hypothesis. This model proposes that individuals with a genetic predisposition to schizophrenia may develop the disorder following exposure to significant environmental stressors. Notably, studies on high-risk...