An exploratory study of complaints handling and nature.

Different countries have different complaints handling systems. This study reveals general pathways to handling complaints that provide an overview at the case hospital as well as a general complaints handling picture in Taiwan. It explores hospital complaints and how hospital staff handle them.

Using complaints to enhance quality improvement: developing an analytical tool.

Purpose: This study aims to construct an instrument for identifying certain attributes or capabilities that might enable healthcare staff to use complaints to improve service quality.

Design/methodology/approach: PubMed and ProQuest were searched, which in turn expanded access to other literature. Three paramount dimensions emerged for healthcare quality management systems: managerial, operational, and technical (MOT).

A system for using patient complaints as a trigger to improve quality.

This study aims to explore how hospital organizations can use complaints to drive quality improvement. A teaching hospital in Taiwan was purposefully selected as a case study. Data were collected from a variety of sources, including interview with key managers and social workers, questionnaire survey of managers (n = 53), interview with government organizations (n = 4) and nongovernment organizations (n = 3), document collection and review, and the Critical Incident Technique using a questionnaire and nonparticipant observation (n = 59).

Healthcare complaints handling systems: a comparison between Britain, Australia and Taiwan.

This paper explores the health care complaints handling reforms enacted in Britain, Australia and Taiwan. A documentary search for policy documents, reports and studies related to the reforms of the health care complaints handling system was conducted. A keyword search was performed within PubMed and ProQuest for the period 1985-2009 to identify relevant articles.

Factors influencing the pathways in response to complaints.

Purpose: The purpose of this paper is to explore hospital staff response to patient complaints and the factors influencing the response pathway.

Design/methodology/approach: The paper uses an exploratory study in a large Taiwanese hospital purposefully chosen as a case study site. The critical incident technique (CIT) is implemented, using a questionnaire along with non-participant observations in which the results have been triangulated.

The use of patient complaints to drive quality improvement: an exploratory study in Taiwan.

This study aims to investigate the nature and resolutions of patient complaints and further to explore the use of complaints to drive quality improvement in a selected hospital in Taiwan. A teaching hospital (i.e.

Factors hampering the use of patient complaints to improve quality: an exploratory study.

This study aims to explore factors that might hamper the use of patient complaints to improve quality. A teaching hospital in Taiwan was purposefully chosen for a case study based on data triangulation. The study included in-depth interviews with hospital senior managers, senior social workers, government officials and non-government organizations staff; as well as analysis of documents.

The organisational response to patient complaints: a case study in Taiwan.

Purpose: To explore and evaluate how hospital staff respond to patient complaints.

Design/methodology/approach: A teaching hospital with 1,500 beds in Taiwan was purposefully chosen as a case study of hospital response to patients' complaints. Data was obtained through interviews with quality surveying managers (n = 53), government managers (n = 4), staff of non-government organizations (n = 3) and a senior social worker, as well as analysis of documents (September 2001-April 2002).