Which patients progress to making a complaint, and what can drive this?

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In print

Which patients progress to making a complaint, and what can drive this?

Gaeline Phipps

Gaeline Phipps

Complaint comfort
Initiate a dialogue rather than invite a complaint

MEDICOLEGAL

Only a fraction of the patients who experience iatrogenic injury or perceive they had poor care actually make a complaint. Wellington barrister Gaeline Phipps looks at the data, and the effect your complaints policy and complaint handling can have

Key points, A relatively small proportion of patients with iatrogenic injury or other healthcare grievance proceed to making a complaint.   Non-complainants m