Abstract:INTRODUCTIONComplaints from patients and/or their carers are important indicators of problems in a healthcare system and provide a valuable source of insight into safetyrelated problems within healthcare organisations, some of which are not identified by traditional systems of healthcare monitoring (e.g., incident reporting systems, retrospective case reviews). 1,2 Complaints from patients and/or their careers provide a distinctive and large data, often related to safety and service quality problems in the car… Show more
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