Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences

• Principais autores: Sluijs Emmy M (Autor), Friele Roland D (Autor), Legemaate Johan (Autor)
• Formato: Livro
• Publicado em: BMC, 2008-09-01T00:00:00Z.
• Assuntos: article
• Acesso em linha: Connect to this object online.

<p>Abstract</p> <p>Background</p> <p>Many patients are dissatisfied with the way in which their complaints about health care are dealt with. This study tested the assumption that this dissatisfaction consists - in part at least - of unmet expectations.</p> <p&g...