{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,9,9]],"date-time":"2026-09-09T05:04:35Z","timestamp":1788930275805,"version":"build-2803163510"},"reference-count":36,"publisher":"Oxford University Press (OUP)","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Int J Qual Health Care"],"published-print":{"date-parts":[[2016,4]]},"DOI":"10.1093\/intqhc\/mzw003","type":"journal-article","created":{"date-parts":[[2016,1,31]],"date-time":"2016-01-31T01:08:39Z","timestamp":1454202519000},"page":"240-245","source":"Crossref","is-referenced-by-count":72,"title":["Patient complaints about hospital services: applying a complaint taxonomy to analyse and respond to complaints: Table\u00a01"],"prefix":"10.1093","volume":"28","author":[{"given":"Reema","family":"Harrison","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Merrilyn","family":"Walton","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Judith","family":"Healy","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jennifer","family":"Smith-Merry","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Coletta","family":"Hobbs","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"286","published-online":{"date-parts":[[2016,1,29]]},"reference":[{"key":"2016041509132210000_28.2.240.1","unstructured":"Pichert JW Hickson G Moore I . Using patient complaints to promote patient safety. In Henriksen K Battles JB Keyes MA (eds). Advances in Patient Safety: New Directions and Alternative Approaches, Vol. 2. Culture and Redesign. Rockville, MD: Agency for Healthcare Research and Quality 2008."},{"key":"2016041509132210000_28.2.240.2","doi-asserted-by":"crossref","first-page":"402","DOI":"10.1016\/S1553-7250(10)36059-4","article-title":"Integrating incident data from five reporting systems to assess patient safety: making sense of the elephant","volume":"36","author":"Levtzion-Korach","year":"2010","journal-title":"Jt Comm J Qual Patient Saf"},{"key":"2016041509132210000_28.2.240.3","doi-asserted-by":"publisher","DOI":"10.1136\/bmjqs-2011-000213"},{"key":"2016041509132210000_28.2.240.4","doi-asserted-by":"publisher","DOI":"10.1111\/j.1445-2197.2012.06240.x"},{"key":"2016041509132210000_28.2.240.5","doi-asserted-by":"publisher","DOI":"10.7861\/clinmedicine.2-5-452"},{"key":"2016041509132210000_28.2.240.6","doi-asserted-by":"publisher","DOI":"10.1136\/bmjqs-2013-002437"},{"key":"2016041509132210000_28.2.240.7","unstructured":"Health and Social Care Information Centre. Data on Written Patient Complaints in the NHS 2013\u20132014. Leeds, UK: Health and Social Care Information Centre, 2014."},{"key":"2016041509132210000_28.2.240.8","unstructured":"Health Care Complaints Commission. Annual Report 1998\u201399. http:\/\/www.hccc.nsw.gov.au\/Publications\/Annual-reports\/Default (6 July 2015, date last accessed)."},{"key":"2016041509132210000_28.2.240.9","unstructured":"Health Care Complaints Commission. Annual Report 2013\u20132014. http:\/\/www.hccc.nsw.gov.au\/Publications\/Annual-reports\/Default (6 July 2015, date last accessed)."},{"key":"2016041509132210000_28.2.240.10","unstructured":"Francis R . Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry. London, UK: The Stationary Office Limited, 2013."},{"key":"2016041509132210000_28.2.240.11","unstructured":"Health Care Complaints Commission. The Cosmetic Surgery Report: Report to the Minister for Health. Sydney, NSW: Health Care Complaints Commission, 1999."},{"key":"2016041509132210000_28.2.240.12","unstructured":"Clwyd A Hart T . A Review of the NHS Hospitals Complaints System: Putting Patients Back in the Picture. Final Report. London: Department of Health, 2013."},{"key":"2016041509132210000_28.2.240.13","first-page":"1","article-title":"Health complaint commissions in Australia: time for a national approach to data collection","volume":"11","author":"Walton","year":"2012","journal-title":"Aust Rev Public Affairs"},{"key":"2016041509132210000_28.2.240.14","unstructured":"World Alliance for Patient Safety. International Classification System - Statement of Purpose, 2008: http:\/\/www.who.int\/patientsafety\/taxonomy\/ICPS_Statement_of_Purpose.pdf (6 July 2015, date last accessed)."},{"key":"2016041509132210000_28.2.240.15","unstructured":"World Health Organization. A World Alliance for Safer Health Care. More Than Words: Conceptual Framework for the International Classification for Patient Safety. Version 1.1. Final Technical Report. Geneva, Switzerland: World Health Organization, 2009."},{"key":"2016041509132210000_28.2.240.16","doi-asserted-by":"publisher","DOI":"10.1093\/intqhc\/mzi021"},{"key":"2016041509132210000_28.2.240.17","doi-asserted-by":"publisher","DOI":"10.1016\/j.socscimed.2006.11.002"},{"key":"2016041509132210000_28.2.240.18","doi-asserted-by":"publisher","DOI":"10.1093\/intqhc\/mzn057"},{"key":"2016041509132210000_28.2.240.19","doi-asserted-by":"publisher","DOI":"10.1371\/journal.pone.0031125"},{"key":"2016041509132210000_28.2.240.20","doi-asserted-by":"publisher","DOI":"10.1186\/1472-6963-10-335"},{"key":"2016041509132210000_28.2.240.21","doi-asserted-by":"publisher","DOI":"10.1093\/intqhc\/mzn041"},{"key":"2016041509132210000_28.2.240.22","unstructured":"Australian Commission for Safety and Quality in Health Care. Complaints Management Handbook for Healthcare Services, 2005. http:\/\/www.safetyandquality.gov.au\/wp-content\/uploads\/2012\/01\/complntmgmthbk.pdf (14 October 2015, date last accessed)."},{"key":"2016041509132210000_28.2.240.23","unstructured":"Zhang Y Wildemuth B . Qualitative analysis of content. In: Wildemuth B (eds). Applications of Social Research Methods to Questions in Information and Library Science. Westport, CT: Libraries Unlimited, 2009, 308\u201319."},{"key":"2016041509132210000_28.2.240.24","unstructured":"Health Care Complaints Commission. Annual Reports 2005\u20132010. http:\/\/www.hccc.nsw.gov.au\/Publications\/Annual-Reports (6 July 2015, date last accessed)."},{"key":"2016041509132210000_28.2.240.25","doi-asserted-by":"crossref","first-page":"31","DOI":"10.5694\/j.1326-5377.2004.tb06157.x","article-title":"Analysis of complaints lodged by patients attending Victorian hospitals, 1997-2001","volume":"181","author":"Taylor","year":"2004","journal-title":"Med J Aust"},{"key":"2016041509132210000_28.2.240.26","doi-asserted-by":"publisher","DOI":"10.1136\/jme.2008.024463"},{"key":"2016041509132210000_28.2.240.27","first-page":"990","article-title":"Patients\u2019 complaints in a hospital emergency department in Singapore","volume":"48","author":"Wong","year":"2007","journal-title":"Singapore Med J"},{"key":"2016041509132210000_28.2.240.28","doi-asserted-by":"publisher","DOI":"10.1046\/j.1440-1762.2001.00422.x"},{"key":"2016041509132210000_28.2.240.29","doi-asserted-by":"publisher","DOI":"10.1093\/intqhc\/mzu055"},{"key":"2016041509132210000_28.2.240.30","doi-asserted-by":"publisher","DOI":"10.1016\/j.ssci.2010.12.014"},{"key":"2016041509132210000_28.2.240.31","unstructured":"National Health Service. An Organisation with A Memory: A Report of an Expert Group on Learning From Adverse Events in the NHS. London: The Stationery Office, 2000."},{"key":"2016041509132210000_28.2.240.32","doi-asserted-by":"publisher","DOI":"10.1136\/bmj.320.7237.768"},{"key":"2016041509132210000_28.2.240.33","unstructured":"National Reporting and Learning System. 2015. https:\/\/report.nrls.nhs.uk\/nrlsreporting\/ (3 December 2015, date last accessed)."},{"key":"2016041509132210000_28.2.240.34","unstructured":"Clinical Excellence Commission. 2015. http:\/\/www.cec.health.nsw.gov.au\/programs\/patient-safety\/incident-management#navigation (3 December 2015, date last accessed)."},{"key":"2016041509132210000_28.2.240.35","unstructured":"NHS risk matrices. 2008. http:\/\/www.nrls.npsa.nhs.uk\/EasySiteWeb\/getresource.axd?AssetID=60149& (3 December 2015, date last accessed)."},{"key":"2016041509132210000_28.2.240.36","unstructured":"NSW Health Risk Incident Management Policy. 2014. Severity Assessment Code Scoring. http:\/\/www0.health.nsw.gov.au\/policies\/pd\/2014\/pdf\/PD2014_004.pdf (3 December 2015, date last accessed)."}],"container-title":["International Journal for Quality in Health Care"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/academic.oup.com\/intqhc\/article-pdf\/28\/2\/240\/6771598\/mzw003.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,9,14]],"date-time":"2020-09-14T17:30:06Z","timestamp":1600104606000},"score":1,"resource":{"primary":{"URL":"https:\/\/academic.oup.com\/intqhc\/article-lookup\/doi\/10.1093\/intqhc\/mzw003"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016,1,29]]},"references-count":36,"journal-issue":{"issue":"2","published-online":{"date-parts":[[2016,4,15]]},"published-print":{"date-parts":[[2016,4]]}},"alternative-id":["10.1093\/intqhc\/mzw003"],"URL":"https:\/\/doi.org\/10.1093\/intqhc\/mzw003","relation":{},"ISSN":["1353-4505","1464-3677"],"issn-type":[{"value":"1353-4505","type":"print"},{"value":"1464-3677","type":"electronic"}],"subject":[],"published":{"date-parts":[[2016,1,29]]}}}