What patients' complaints and praise tell the health practitioner: implications for health care quality. A qualitative research study.

Objective: In order to identify which health care aspects play a role in patient satisfaction and quality of health care, the present study analyses a large number of instances of complaint and praise.

Design And Setting: One thousand two hundred and thirty-five instances of complaint and one thousand five hundred thirty-six of praise submitted from patients or other souces (i.e.