Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences.

BMC Health Serv Res · 2008 · PMC2572061 · PMID 18826575

Europe PMC DOI

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highly significantno p-value reported

Fair complaints handling is highly significant in restoring patients' trust in health care and in renewing patients' commitment to the health care provider or organisation.

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Quoted from the open-access full text in Europe PMC under the licence the publisher applied. The sentence is reproduced exactly as published; the emphasis is ours.