... increase the critical voice. Keren Semyonov-Tal can be contacted at: keren@st-law.co.il 30 11 2020 12 04 2021 17 04 2021 18 04 2021 © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Public health service Patient complaints...

... Limited 2018 Emerald Publishing Limited Licensed re-use rights only Process management Patient complaints Qualitative methods Health professional regulation Patient journeys One of the ways in which health care regulators protect the public and maintain professional standards...

...Sanna Pauliina Ryynänen; Risto Harisalo Purpose The patient complaint is one of the main procedures of exercising patient’s rights in the Finnish health care system. Such complaints typically concern the quality of care and/or patient safety. The purpose of this paper is to examine the types...

.... Practical implications – Patient complaints should not only be viewed as a post-consumption judgment, but also as a service interaction activity. This may require healthcare providers to enhance their interpersonal skills, allowing patients and relatives to provide feedback during service interaction...

... to each group. Design/methodology/approach – Electronic databases for clinical error recording, patient complaints and medico-legal claims in a large NHS healthcare provider organisation were reviewed and case overlap analysed. Findings – Most complaints and medico-legal claims do...

... cooperate with dental care providers to prevent errors is needed. Originality/value – This work provides a unique opportunity to learn from several dentistry-related patient complaints. Despite some limitations, patient complaints appear to be useful as a complementary source together with other PS...

..., 2006). © Emerald Group Publishing Limited 2014 Law Healthcare Quality healthcare Patient complaints Disciplinary proceedings Complainant motivations Even though professional regulation dates back to the nineteenth century, in most countries health professionals have largely...

... components can be the guidelines for examining whether patient complaints are used to improve service quality. However, the model needs testing and validating by conducting further research before becoming a theory. Originality/value Empirical studies on patient complaints did not identify any analytical...