Key strategies to improve systems for managing patient complaints within health facilities–what can we learn from the existing literature?

Abstract

Background: Information from patient complaints–a widely accepted measure of patient satisfaction with services–can inform improvements in service quality, and contribute towards overall health systems performance. While analyses of data from patient complaints received much emphasis, there is limited published literature on key interventions to improve complaint management systems. Objectives: The objectives are two-fold: first, to synthesise existing evidence and provide practical options to inform future policy and practice and, second, to identify key outstanding gaps in the existing literature to inform agenda for future research. Methods: We report results of review of the existing lit..