Managing patient complaints in China: a qualitative study in Shanghai.

ABSTRACT:

Objectives

To examine the handling system for patient complaints and to identify existing barriers that are associated with effective management of patient complaints in China.

Setting

Key stakeholders of the handling system for patient complaints at the national, Shanghai municipal and hospital levels in China.

Participants

35 key informants including policymakers, hospital managers, healthcare providers, users and other stakeholders in Shanghai.

Primary and secondary outcome measures

Semistructured interviews were conducted to understand the process of handling patient complaints and factors affecting the process and outcomes of patient complaint management.

Results

The Chinese handling system for patient complaints was established in the past decade.

SUBMITTER: Jiang Y 

PROVIDER: S-EPMC4156808 | biostudies-literature | 2014 Aug

REPOSITORIES: biostudies-literature