![]() Compared with on-site complaints, patients benefit from increased time and description allowance when complaining online. Such channels provide an alternative approach for patients to discuss their substandard medical experiences and share them with others, especially when they feel the service provider failed to take effective action. ![]() With the growth in worldwide Internet availability and usage, a behavioral shift is identified where people are moving from traditional offline complaint channels to expressing their views in relation to unsatisfactory health care experiences via the Internet. Reasons for patients not complaining include lack of contact information for customer complaints offices, complicated complaint procedures, and insufficient transparency in dealing with complaints. Previous studies on quality management have revealed that only one-third of patients complain when they experience unsatisfactory service. However, not all patients complain when they are dissatisfied. The identification and recording of patient complaints is vital for improving the quality of health care services and maintaining good physician-patient relationships. ![]()
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