How patient complaints can help improve our health-care system

By: Dr. Kevin Smith and Prof. Adalsteinn Brown

A new paper explores novel methods to analyze and leverage patient complaint data to help prioritize, target and guide quality improvement efforts. It also points to the importance of stronger integration of hospital and community care for better care that is organized around the patient.

Like every other domain of science, health care leaders must manage the onslaught of new evidence and insight. The number of papers published each month that describe what to do or what not to do to improve health care would overwhelm even the most diligent student, let alone busy a busy manager or policy advisor. It also takes away the chance to reflect on individual papers and what they say about how our health systems are evolving.

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