A Systems Approach to Gathering and Analyzing Patient and Family Complaints and Suggestions

Most medical facilities' leaders are concerned with satisfying the patients who use their healthcare organization. Whereas many facilities have identified specific individuals whose job it is to hear patient complaints, the authors promote the view that all staff members play important roles in patient advocacy. Management's role is to determine how to collect and analyze the complaints and suggestions voiced by patients throughout their healthcare experience. This article presents one method.