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

Background: 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.

Methods: Subjects were 279 patients who lodged a complaint with the complaints committees of 74 hospitals in the Netherlands.

Furthering patient adherence: a position paper of the international expert forum on patient adherence based on an internet forum discussion.

Background: As the problem of patient non-adherence persists and a solution appears hard to be found, it continues to be important to look for new ways to further the issue. We recently conducted a meta-review of adherence intervention studies which yielded a preliminary agenda for future research, practice and theory development in patient adherence. The objective of the present project was to find out to what extent adherence experts consider this agenda relevant and feasible.

Patient adherence to medical treatment: a review of reviews.

Background: Patients' non-adherence to medical treatment remains a persistent problem. Many interventions to improve patient adherence are unsuccessful and sound theoretical foundations are lacking. Innovations in theory and practice are badly needed.

Patient risk profiles and practice variation in nonadherence to antidepressants, antihypertensives and oral hypoglycemics.

Background: Many patients experience difficulties in following treatment recommendations. This study's objective is to identify nonadherence risk profiles regarding medication (antidepressants, antihypertensives, and oral hypoglycemics) from a combination of patients' socio-demographic characteristics, morbidity presented within general practice and medication characteristics. An additional objective is to explore differences in nonadherence among patients from different general practices.

Patient expectations of fair complaint handling in hospitals: empirical data.

Background: A common finding in several studies is patients' dissatisfaction with complaint handling in health care. The reasons why are for the greater part unknown. The key to an answer may be found in a better understanding of patients' expectations.

Progress in the implementation of Quality Management in Dutch health care: 1995-2000.

Objectives: Policymakers and researchers in all countries like to know whether the implementation of Quality Management (QM) in health care is proceeding satisfactorily. Longitudinal surveys can reveal whether sufficient progress is being made. The main objective of the study was to investigate the progress in QM in Dutch health care organizations during the period 1995-2000.