-
1
-
-
0033886851
-
Determinants of patient satisfaction and willingness to return with emergency care
-
Sun BC, Adams J, Orav EJ, et al. Determinants of patient satisfaction and willingness to return with emergency care. Ann Emerg Med 2000; 35: 426-434.
-
(2000)
Ann. Emerg. Med.
, vol.35
, pp. 426-434
-
-
Sun, B.C.1
Adams, J.2
Orav, E.J.3
-
2
-
-
0032085296
-
What health professionals can do to identify and resolve patient dissatisfaction
-
Pichert JW, Miller CS, Hollo AH, et al. What health professionals can do to identify and resolve patient dissatisfaction. Jt Comm J Qual Improv 1998; 24: 303-312.
-
(1998)
Jt. Comm. J. Qual. Improv.
, vol.24
, pp. 303-312
-
-
Pichert, J.W.1
Miller, C.S.2
Hollo, A.H.3
-
3
-
-
0035347454
-
The role of complaint management in the service recovery process
-
Bendall-Lyon D, Powers TL. The role of complaint management in the service recovery process. Jt Comm J Qual Improv 2001; 27: 278-286.
-
(2001)
Jt. Comm. J. Qual. Improv.
, vol.27
, pp. 278-286
-
-
Bendall-Lyon, D.1
Powers, T.L.2
-
4
-
-
0023225172
-
Emergency department complaints: A one-year analysis
-
Schwartz LR, Overton DT. Emergency department complaints: a one-year analysis. Ann Emerg Med 1987; 16: 857-861.
-
(1987)
Ann. Emerg. Med.
, vol.16
, pp. 857-861
-
-
Schwartz, L.R.1
Overton, D.T.2
-
5
-
-
0033230751
-
Benchmarking and quality improvement: The Harvard Emergency Department Quality Study
-
Burstin HR, Conn A, Setnik G, et al. Benchmarking and quality improvement: the Harvard Emergency Department Quality Study. Am J Med 1999; 107: 437-449.
-
(1999)
Am. J. Med.
, vol.107
, pp. 437-449
-
-
Burstin, H.R.1
Conn, A.2
Setnik, G.3
-
6
-
-
0026730910
-
The management of patient complaints and dissatisfaction
-
Schwartz LR, Overton DT. The management of patient complaints and dissatisfaction. Emerg Med Clin North Am 1992; 10: 557-572.
-
(1992)
Emerg. Med. Clin. North Am.
, vol.10
, pp. 557-572
-
-
Schwartz, L.R.1
Overton, D.T.2
-
7
-
-
0035709407
-
A 30-month study of patient complaints at a major Australian teaching hospital
-
Anderson K, Allan D, Finucane P. A 30-month study of patient complaints at a major Australian teaching hospital. J Qual Clin Practice 2001; 21: 109-111.
-
(2001)
J. Qual. Clin. Practice
, vol.21
, pp. 109-111
-
-
Anderson, K.1
Allan, D.2
Finucane, P.3
-
8
-
-
0030346336
-
Patients' complaints as a management tool for continuous quality improvement
-
Javetz R, Stern Z. Patients' complaints as a management tool for continuous quality improvement. J Manag Med 1996; 10: 39-48.
-
(1996)
J. Manag. Med.
, vol.10
, pp. 39-48
-
-
Javetz, R.1
Stern, Z.2
-
9
-
-
0029806584
-
Effect of actual waiting time, perceived waiting time, information delivery, and expressive quality on patient satisfaction in the emergency department
-
Thompson DA, Yarnold PR, Williams DR, Adams SL. Effect of actual waiting time, perceived waiting time, information delivery, and expressive quality on patient satisfaction in the emergency department. Ann Emerg Med 1996; 28: 657-665.
-
(1996)
Ann. Emerg. Med.
, vol.28
, pp. 657-665
-
-
Thompson, D.A.1
Yarnold, P.R.2
Williams, D.R.3
Adams, S.L.4
-
10
-
-
0033144633
-
Identifying medical center units with disproportionate shares of patient complaints
-
Pichert J, Federspiel C, Hickson G, et al. Identifying medical center units with disproportionate shares of patient complaints. Jt Comm J Qual Improv 1999; 25: 288-299.
-
(1999)
Jt. Comm. J. Qual. Improv.
, vol.25
, pp. 288-299
-
-
Pichert, J.1
Federspiel, C.2
Hickson, G.3
-
11
-
-
3242809456
-
-
StataCorporation [statistical software], release 8.0. College Station, Tex: Stata Corporation
-
StataCorporation [statistical software], release 8.0. College Station, Tex: Stata Corporation, 2003.
-
(2003)
-
-
-
12
-
-
0033591608
-
Patients' complaints about medical practice
-
Daniel AE, Burn RJ, Horarik S. Patients' complaints about medical practice. Med J Aust 1999; 170: 598-602.
-
(1999)
Med. J. Aust.
, vol.170
, pp. 598-602
-
-
Daniel, A.E.1
Burn, R.J.2
Horarik, S.3
-
14
-
-
0029691619
-
Turning around patient complaints in a regional hospital
-
Douglas D, Harrison RD. Turning around patient complaints in a regional hospital. Aust Health Rev 1996; 19: 126-137.
-
(1996)
Aust. Health Rev.
, vol.19
, pp. 126-137
-
-
Douglas, D.1
Harrison, R.D.2
-
15
-
-
0036195850
-
Complaints from emergency department patients largely result from treatment and communication problems
-
Taylor DMcD, Wolfe R, Cameron PA. Complaints from emergency department patients largely result from treatment and communication problems. Emerg Med 2002; 14: 43-49.
-
(2002)
Emerg. Med.
, vol.14
, pp. 43-49
-
-
Taylor, D.Mc.D.1
Wolfe, R.2
Cameron, P.A.3
-
16
-
-
0038205397
-
Access block: Problems and progress
-
[editorial]
-
Cameron PA, Campbell DA. Access block: problems and progress (editorial]. Med J Aust 2003; 178: 99-100.
-
(2003)
Med. J. Aust.
, vol.178
, pp. 99-100
-
-
Cameron, P.A.1
Campbell, D.A.2
-
17
-
-
0027686059
-
Handling patient complaints
-
Halsel D. Handling patient complaints. Missouri Med 1993; 90: 645-647.
-
(1993)
Missouri Med.
, vol.90
, pp. 645-647
-
-
Halsel, D.1
-
18
-
-
3242789921
-
Australian Standard 4269-1995: Complaints handling
-
Standards Australia. Sydney: Standards Australia
-
Standards Australia. Australian Standard 4269-1995: Complaints handling. Sydney: Standards Australia, 1995: 1-14.
-
(1995)
, pp. 1-14
-
-
-
19
-
-
3242760367
-
Turning wrongs into rights: Learning from consumer reported incidents. An annotated literature
-
Health Care Complaints Commission. July Available at: www.hccc.nsw.gov.au/hccc/pdf/TP_Lit_Review.pdf (accessed Apr 2004)
-
Romios P, Newby L, Wohlers M, et al. Turning wrongs into rights: learning from consumer reported incidents. An annotated literature. Health Care Complaints Commission. July 2003. Available at: www.hccc.nsw.gov.au/hccc/pdf/TP_Lit_Review.pdf (accessed Apr 2004).
-
(2003)
-
-
Romios, P.1
Newby, L.2
Wohlers, M.3
-
20
-
-
0033519201
-
An analysis of the causes of adverse events from the Quality in Australian Health Care Study
-
Wilson R, Harrison B, Gibberd R, Hamilton J. An analysis of the causes of adverse events from the Quality in Australian Health Care Study. Med J Aust 1999; 170: 411-415.
-
(1999)
Med. J. Aust.
, vol.170
, pp. 411-415
-
-
Wilson, R.1
Harrison, B.2
Gibberd, R.3
Hamilton, J.4
|