Complaints, doctors and older people

In a genuinely competitive environment, complaints must be taken seriously to ensure that customers will return. Suggests that if incentives in the health care system worked against dealing well with complaints in the past, the introduction of clinical governance may alter the organizational perspec...

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Bibliographic Details
Published in:Age and ageing 2000-09, Vol.29 (5), p.389-391
Main Author: Black, D A
Format: Article
Language:English
Subjects:
Aged - psychology
Australia
Clinical
Communication
Complaints
Decision Making, Organizational
Elderly people
Governance
Hospitals
Humans
Models, Organizational
Patient Satisfaction
Physician-Patient Relations
Quality Assurance, Health Care - organization & administration
Quality Indicators, Health Care
Quality of Health Care
Responses
State Medicine - organization & administration
United Kingdom
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Summary:In a genuinely competitive environment, complaints must be taken seriously to ensure that customers will return. Suggests that if incentives in the health care system worked against dealing well with complaints in the past, the introduction of clinical governance may alter the organizational perspective. Looks at how the increasing number of complaints and some high-profile cases have raised elderly care higher up the consumer agenda in the UK and argues that doctors must understand and learn from the messages being given by patients. (Quotes from original text)
ISSN:0002-0729
DOI:10.1093/ageing/29.5.389