ArticleHealthcare (Basel, Switzerland)2026
Characteristics of Patient Complaints in a Large Tertiary Hospital in China: A Longitudinal Analysis from 2022 to 2024.
Article in Healthcare (Basel, Switzerland), 2026. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
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Abstract
backgroundPatient complaints provide critical insights into healthcare quality and patient experience, serving as a direct feedback mechanism for service improvement.
objectiveThis study aimed to characterize major complaint categories, departmental distribution, personnel attribution, and resolution effectiveness of patient complaints at a large Chinese tertiary hospital using empirical data from 2022 to 2024.
methodsA retrospective observational design was conducted on complaint records (2022:
resultsService attitude (25.1% in 2022, 23.4% in 2023, 21.9% in 2024) and communication (20.3%, 18.8%, 17.2%) constituted the largest complaint categories, both showing significant declining trends (χ
conclusionSystematic analysis of patient complaints effectively identifies recurrent issues and informs quality improvement strategies. A balanced focus on both "soft skills" (e.g., communication, empathy) and "hard system" factors (e.g., processes, resources) is essential. Continuous monitoring and responsive feedback mechanisms are crucial for sustaining improvements in patient safety and satisfaction.
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