BACKGROUND In most health care systems disciplinary boards have been organised in order to process patients' complaints about health professionals. Although, the safe-guarding of the legal rights of the involved parties is a crucial concern, there is limited knowledge about what role the complaint process plays with regard to board decision outcomes. Using complaint cases towards general practi...

Purpose – This paper explores the nature of complaint satisfaction with particular emphasis on the qualities and behaviors that male and female customers value during personal complaint handling service encounters. Design/Methodology/Approach – A semi-standardized qualitative technique called laddering was used to reveal the cognitive structures of complaining female and male customers. In tota...

OBJECTIVE How adverse outcomes and complaints are managed may significantly impact on physician well-being and practice. We aimed to investigate how depression, anxiety and defensive medical practice are associated with doctors actual and perceived support, behaviour of colleagues and process issues regarding how complaints investigations are carried out. DESIGN A survey study. Respondents we...

OBJECTIVE To evaluate the impact and effectiveness of 24-hour helpline service in providing information and educating patients about self-management of diabetes. METHOD The study was conducted at Baqai Institute of Diabetology & Endocrinology (BIDE), a tertiary diabetes care center, Karachi, Pakistan. People with diabetes attending the outpatient department from November 2012 to October 2014 ...

The complaint management system for company facilities is still ineffective because complaints are submitted manually through the form and must be delivered directly to engineering facility. In this case supporting activities within company, of course. terms delivering handling it expected easier so that repairs made quickly. Because these constraints authors intend conduct research aimed at pr...