The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning

Conclusions HCAT is not only the first reliable tool for coding complaints, it is the first tool to measure the severity of complaints. It facilitates service monitoring and organisational learning and it enables future research examining whether healthcare complaints are a leading indicator of poor service outcomes. HCAT is freely available to download and use.
Source: BMJ Quality and Safety - Category: Journals (General) Authors: Tags: Open access Original research Source Type: research