... © Emerald Group Publishing Limited 2012 Patient complaints Quality improvement Healthcare organizations Taiwan Complaints Health services Patient care Service improvements Medical personnel Patient complaints should be part of a quality management system (Zeigenfuss...

..., learning and growth) in a regional hospital in Taiwan. Design/methodology/approach Both qualitative and quantitative research were used in this study. The instrument was conducted using in‐depth interviews of three policy‐makers as participants. The quantitative data were collected from a regional...

... complaint resolution were retrospective document analysis. A teaching hospital in Taiwan was purposefully chosen as our case study; i.e. the Case Hospital. We used the Critical Incident Technique (CIT), a research strategy for studying “moments of truth”, to reflect patient dissatisfaction based...

...Yahui Sophie Hsieh Purpose This study aims to explore whether and how patient voices had been taken into account within quality management systems in Hospital A in Britain and Hospital B in Taiwan. Design/methodology/approach The two hospitals were purposefully selected and the data were...

...Sophie Y. Hsieh; David Thomas; Arie Rotem Purpose To explore and evaluate how hospital staff respond to patient complaints. Design/methodology/approach A teaching hospital with 1,500 beds in Taiwan was purposefully chosen as a case study of hospital response to patients’ complaints. Data...

...Wen‐Chen Tsai; Pei‐Tseng Kung; Yi‐Ju Chiang The purpose of this paper was to examine the relationship between medical malpractice claims and medical care quality in Taiwan. The Delphi technique with an expert panel was used to determine the relationship between malpractice and medical quality...

... the need for public and private UCB banks to preserve cord blood donations. The main purpose of this research is to develop the UCB consumers’ behavior based on the consumer buying behavior model. It clarifies the opinions of Taiwan people about UCB banking, identifies the main factors motivating people...