Dealing with complaints – are we doing well?

Abstract

Investigates the views of complainants and how they felt that their complaints had been handled. Complainants from a three‐month period were sent a nine‐question questionnaire to which the response rate was 52.3 per cent. Shows that, on the whole, complaint‐response times were being met; the complaints system was seen as user friendly; and, overall, complainants were satisfied with the way in which their complaints were handled.

Citation

Miller, J.A. (1995), "Dealing with complaints – are we doing well?", International Journal of Health Care Quality Assurance, Vol. 8 No. 6, pp. 29-31. https://doi.org/10.1108/09526869510098831