Developing a Patient Complaint Tracking System to Improve Performance

Riley, 1996, Learning from patients: A discharge planning improvement project, Jt Comm J Qual Improv, 22, 311 Seibert, 1996, Patients focus with an eye on the bottom line: Using patient surveys for quality improvement, Caring, 15, 26 Tasa, 1996, Using patient feedback for quality improvement, Quality Management in Health Care, 4, 55, 10.1097/00019514-199600420-00008 Beymer, 1993, Using patient perceptions to improve quality care, Journal of Nursing Care Quarterly, 7, 42, 10.1097/00001786-199301000-00007 Javetz, 1996, Patients’ complaints as a management tool for continuous quality improvement, Journal of Management in Medicine, 10, 39, 10.1108/02689239610122306 Pichert, 1998, What health professionals can do to identify and resolve patient dissatisfaction, Jt Comm J Qual Improv, 24, 303 Pichert, 1999, Identifying medical center units with disproportionate shares of patient complaints, Jt Comm J Qual Improv, 25, 288 Miller, 1998, Improving managed care through coding, monitoring, and trending quality-of-care concerns, Journal for Healthcare Quality, 20, 20, 10.1111/j.1945-1474.1998.tb00245.x Krowinski, 1996 Kessler, 1996 Dull, 1994, Evaluating a patient satisfaction survey for maximum benefit, Jt Comm J Qual Improv, 20, 444 American Society for Quality Control: Malcolm Baldrige National Quality Award: Health Care Pilot Criteria 1995. Milwaukee, 1995. Crabtree, 1992, A template approach to text analysis: Developing and using codebooks, vol 3, 93 Mace, 1998, An analysis of patient complaints in an observation unit, J Qual Clin Pract, 18, 151 Lim, 1998, Why do patients complain? A primary health care study, Singapore Med J, 39, 390