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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 comp...
| Autores principales: | , , |
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| Formato: | Texto |
| Lenguaje: | English |
| Publicado: |
BioMed Central
2008
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| Materias: | |
| Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2572061/ https://www.ncbi.nlm.nih.gov/pubmed/18826575 http://dx.doi.org/10.1186/1472-6963-8-199 |