Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences
<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...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
BMC
2008-09-01
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| Series: | BMC Health Services Research |
| Online Access: | http://www.biomedcentral.com/1472-6963/8/199 |