ArticleHealth expectations : an international journal of public participation in health care and health policy2016
Patients' perspectives on the role of their complaints in the regulatory process.
Article in Health expectations : an international journal of public participation in health care and health policy, 2016. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 22 papers, 2 of them syntheses that pooled it.
What it found
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
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Who cites it
22 citing papers in PubMed, 2 syntheses or guidelines pooled it, 56 citations in OpenAlex.
- Understanding healthcare professionals' responses to patient complaints in secondary and tertiary care in the UK: A systematic review and behavioural analysis using the Theoretical Domains Framework.Health research policy and systems · 2024Pooled it
- What methods are used to promote patient and family involvement in healthcare regulation? A multiple case study across four countries.BMC health services research · 2020Pooled it
- Beyond gratitude: a qualitative investigation of compliment letters received by a neonatology service.BMC health services research · 2026Article
- Involving Service Users in Care Regulation: A Scoping Review of Empirical Literature.International journal of health policy and management · 2025Article
- Customer Healthcare Complaints in Brazil Are Seldom about Medical Errors.International journal of environmental research and public health · 2024Review
- Patients' and Caregivers' Suggestions for Improving Assisted Dying Regulation: A Qualitative Study in Australia and Canada.Health expectations : an international journal of public participation in health care and health policy · 2024Article
- The value of experts by experience in social domain supervision in the Netherlands: results from a 'mystery guests' project.BMC health services research · 2024Article
- An overview and visual analysis of research on government regulation in healthcare.Frontiers in public health · 2023Review
- Using Healthcare Complaints Analysis Tool to Evaluate Patient Complaints during the COVID-19 Pandemic at a Medical Center in Taiwan.International journal of environmental research and public health · 2022Article
- Patients at the centre after a health care incident: A scoping review of hospital strategies targeting communication and nonmaterial restoration.Health expectations : an international journal of public participation in health care and health policy · 2022Article
- Next-of-Kin Involvement in Regulatory Investigations of Adverse Events That Caused Patient Death: A Process Evaluation (Part II: The Inspectors' Perspective).Journal of patient safety · 2021Article
- Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights.BMJ quality & safety · 2020Review
- Unmet health-care needs and human rights-A qualitative analysis of patients' complaints in light of the right to health and health care.Health expectations : an international journal of public participation in health care and health policy · 2020Article
- Healthcare Complaints Analysis Tool: reliability testing on a sample of Danish patient compensation claims.BMJ open · 2019Article
- How physicians make sense of their experience of being involved in hospital users' complaints and the associated mediation.BMC health services research · 2019Article
- What are the perceived added values and barriers of regulating long-term care in the home environment using a care network perspective: a qualitative study.BMC health services research · 2018Article
- Comment on "Assessment of the Utility of Social Media for Broad-Ranging Statistical Signal Detection in Pharmacovigilance: Results from the WEB-RADR Project".Drug safety · 2018Article
- Patient-Centered Insights: Using Health Care Complaints to Reveal Hot Spots and Blind Spots in Quality and Safety.The Milbank quarterly · 2018Article
- Involving Patients and Families in the Analysis of Suicides, Suicide Attempts, and Other Sentinel Events in Mental Healthcare: A Qualitative Study in The Netherlands.International journal of environmental research and public health · 2018Article
- Inspectors' responses to adolescents' assessment of quality of care: a case study on involving adolescents in inspections.BMC health services research · 2018Article
Corrections and comments
PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.
Authors and funding
4 authors at 3 institutions in 1 country.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundGovernments in several countries are facing problems concerning the accountability of regulators in health care. Questions have been raised about how patients' complaints should be valued in the regulatory process. However, it is not known what patients who made complaints expect to achieve in the process of health-care quality regulation.
objectiveTo assess expectations and experiences of patients who complained to the regulator.
designInterviews were conducted with 11 people, and a questionnaire was submitted to 343 people who complained to the Dutch Health-care Inspectorate. The Inspectorate handled 92 of those complaints. This decision was based on the idea that the Inspectorate should only deal with complaints that relate to 'structural and severe' problems.
resultsThe response rate was 54%. Self-reported severity of physical injury of complaints that were not handled was significantly lower than of complaints that were. Most respondents felt that their complaint indicated a structural and severe problem that the Inspectorate should act upon. The desire for penalties or personal satisfaction played a lesser role. Only a minority felt that their complaint had led to improvements in health-care quality.
conclusionsPatients and the regulator share a common goal: improving health-care quality. However, patients' perceptions of the complaints' relevance differ from the regulator's perceptions. Regulators should favour more responsive approaches, going beyond assessing against exclusively clinical standards to identify the range of social problems associated with complaints about health care. Long-term learning commitment through public participation mechanisms can enhance accountability and improve the detection of problems in health care.
Indexed as
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What OpenQuestion holds
Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.