A complaints management system: Strengths and weaknesses

New Zealand Medical Journal

Volumn 111, Issue 1061, 1998, Pages 77-79

  Mulholland, Judi ^a   Dawson, K P ^a,b  

^a Southern Health   (New Zealand)

^b UNITED ARAB EMIRATES UNIVERSITY   (United Arab Emirates)

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; DOCTOR PATIENT RELATION; FEMALE; HEALTH CARE QUALITY; HOSPITAL DEPARTMENT; HUMAN; MALE; METHODOLOGY; NEW ZEALAND; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; PUBLIC HOSPITAL; STANDARD;

FEMALE; HOSPITAL DEPARTMENTS; HOSPITAL-PATIENT RELATIONS; HOSPITALS, PUBLIC; HUMANS; MALE; NEW ZEALAND; PATIENT SATISFACTION; QUALITY ASSURANCE, HEALTH CARE;

EID: 0032512957     PISSN: 00288446     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (6)

1. McMillan JR, Younger MS, DeWine LC. Satisfaction with hospital emergency departments as a function of patient triage. Health Care Manage Rev 1986; 11: 21-7.
2. Albrecht K, Zembrek R. Service America, doing business in the new economy. Homewood, Illinois: Dow Jones Irwin; 1985.
3. Schwartz LR, Overton DT. Management of patient complaints and satisfaction. Qual Emergency Med 1992; 16: 857-61.
4. Complaints could we do better, [editorial]. Nurs Times, 1990; 86: 26-9.
5. Ziegenfuss JT, O'Rourke P. Ombudsman, patient complaints, and total quality management: J Qual Improv 1995; 21: 133-42.
6. Hanson R, Clifton-Smith B, Fasher B. Patient dissatisfaction in a paediatric accident and emergency department, J Qual Clin Pract 1994; 14: 137-43.