{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,11,6]],"date-time":"2026-11-06T10:50:18Z","timestamp":1793962218863,"version":"4.8.0"},"reference-count":27,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2025,7,22]],"date-time":"2025-07-22T00:00:00Z","timestamp":1753142400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0"},{"start":{"date-parts":[[2025,7,22]],"date-time":"2025-07-22T00:00:00Z","timestamp":1753142400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["BMC Health Serv Res"],"DOI":"10.1186\/s12913-025-13144-3","type":"journal-article","created":{"date-parts":[[2025,7,22]],"date-time":"2025-07-22T11:38:30Z","timestamp":1753184310000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":2,"title":["What impact did the COVID-19 pandemic have on hospital complaints? A 7-year retrospective study in a Swiss public hospital"],"prefix":"10.1186","volume":"25","author":[{"given":"Angela","family":"Greco","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Riccardo","family":"Bocci","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Hans","family":"Stricker","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Stefano","family":"Lucchina","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2025,7,22]]},"reference":[{"key":"13144_CR1","doi-asserted-by":"publisher","first-page":"e37275","DOI":"10.1097\/MD.0000000000037275","volume":"103","author":"G Li","year":"2024","unstructured":"Li G, Chen Y, Lou X. Complaint management system and patient satisfaction in grassroots hospitals. Medicine. 2024;103:e37275.","journal-title":"Medicine"},{"key":"13144_CR2","doi-asserted-by":"publisher","first-page":"123","DOI":"10.1136\/qshc.3.3.123","volume":"3","author":"P Bark","year":"1994","unstructured":"Bark P, Vincent C, Jones A, Savory J. Clinical complaints: a means of improving quality of care. Qual Health Care: QHC. 1994;3:123\u201332.","journal-title":"Qual Health Care: QHC"},{"key":"13144_CR3","unstructured":"HaDSCO. Health Complaints Trends Report 2017-18 to 2021-222024. Available from: https:\/\/digital.nhs.uk\/data-and-information\/publications\/statistical\/data-on-written-complaints-in-the-nhs\/2022-23"},{"issue":"5","key":"13144_CR4","doi-asserted-by":"publisher","first-page":"471","DOI":"10.1111\/j.1440-172X.2012.02057.x","volume":"18","author":"SY Hsieh","year":"2012","unstructured":"Hsieh SY. An exploratory study of complaints handling and nature. Int J Nurs Pract. 2012;18(5):471\u201380.","journal-title":"Int J Nurs Pract"},{"key":"13144_CR5","first-page":"889","volume-title":"Accountability sought by patients following adverse events from medical care: the new Zealand experience","author":"M Bismark","year":"2006","unstructured":"Bismark M, Dauer E, Paterson R, Studdert D. Accountability sought by patients following adverse events from medical care: the new Zealand experience. Volume 175. CMAJ: Canadian Medical Association journal\u2009=\u2009journal de l\u2019Association medicale canadienne; 2006. pp. 889\u201394."},{"key":"13144_CR6","doi-asserted-by":"crossref","unstructured":"Bismark M, Spittal M, Gurrin L, Ward M, Studdert D. response to \u201cCorrespondence: Identification of doctors at risk of recurrent complaints: A national study of healthcare complaints in Australia\u201d. BMJ quality & safety. 2013;22.","DOI":"10.1136\/bmjqs-2012-001691"},{"key":"13144_CR7","doi-asserted-by":"publisher","first-page":"1","DOI":"10.3390\/ijerph21101299","volume":"21","author":"C Venuleo","year":"2024","unstructured":"Venuleo C, Marinaci T, Cucugliato C, Giausa S. It is time to take complaints seriously?? An exploratory analysis of communications sent by users to a public healthcare agency before, during and after the COVID-19 pandemic. Int J Environ Res Public Health. 2024;21:1\u201320.","journal-title":"Int J Environ Res Public Health"},{"key":"13144_CR8","doi-asserted-by":"publisher","first-page":"237437352199626","DOI":"10.1177\/2374373521996267","volume":"8","author":"S Ryyn\u00e4nen","year":"2021","unstructured":"Ryyn\u00e4nen S, Vasari P. Restoring the Performance of a Health Care Organization Following the First Wave of COVID-19 by Using Patient Complaint Data. J Patient Experience. 2021;8:2374373521996267.","journal-title":"J Patient Experience"},{"key":"13144_CR9","doi-asserted-by":"publisher","first-page":"121","DOI":"10.35680\/2372-0247.1881","volume":"11","author":"C \u00c7\u0131nar","year":"2024","unstructured":"\u00c7\u0131nar C, Erbay E, \u00c7eliker G, Y\u0131ld\u0131r\u0131m A. Evaluation of online patient complaints regarding City hospitals in T\u00fcrkiye during the COVID-19 pandemic: A content analysis study. Patient Experience J. 2024;11:121\u201330.","journal-title":"Patient Experience J"},{"issue":"6","key":"13144_CR10","doi-asserted-by":"publisher","first-page":"2563","DOI":"10.1007\/s11845-023-03282-0","volume":"192","author":"E O\u2019Dowd","year":"2023","unstructured":"O\u2019Dowd E, Lydon S, Ward ME, Kane M, Geary U, Rudland C, et al. The impact of the COVID-19 pandemic on patient complaints within one Irish teaching hospital. Ir J Med Sci. 2023;192(6):2563\u201371. (1971 -).","journal-title":"Ir J Med Sci"},{"issue":"8","key":"13144_CR11","doi-asserted-by":"publisher","first-page":"3979","DOI":"10.3390\/ijerph18083979","volume":"18","author":"W Atiomo","year":"2021","unstructured":"Atiomo W, Weir P, Kean L. Impact of new clinical policies during the COVID-19 pandemic on clinical incidents and complaints at a UK teaching hospital. Int J Environ Res Public Health. 2021;18(8):3979.","journal-title":"Int J Environ Res Public Health"},{"key":"13144_CR12","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1186\/s12992-019-0531-5","volume":"16","author":"N Salari","year":"2020","unstructured":"Salari N, Hosseinian-Far A, Jalali R, Vaisi-Raygani A, Rasoulpoor S, Mohammadi M, et al. Prevalence of stress, anxiety, depression among the general population during the COVID-19 pandemic: A systematic review and meta-analysis. Globalization Health. 2020;16:1\u201311.","journal-title":"Globalization Health"},{"key":"13144_CR13","doi-asserted-by":"publisher","first-page":"1059","DOI":"10.5811\/westjem.2020.7.48684","volume":"21","author":"J Shreffler","year":"2020","unstructured":"Shreffler J, Petrey J, Huecker M. The impact of COVID-19 on healthcare worker wellness: A scoping review. Western J Emerg Med. 2020;21:1059\u201366.","journal-title":"Western J Emerg Med"},{"key":"13144_CR14","first-page":"216507992110312","volume":"70","author":"HD Byon","year":"2021","unstructured":"Byon HD, Sagherian K, Kim Y, Lipscomb J, Crandall M, Steege L. Nurses\u2019 experience with type II workplace violence and underreporting during the COVID-19 pandemic. Workplace Health Saf. 2021;70:21650799211031233.","journal-title":"Workplace Health Saf"},{"key":"13144_CR15","first-page":"14","volume":"7","author":"F Chirico","year":"2022","unstructured":"Chirico F, Afolabi A, Ilesanmi O, Nucera G, Ferrari G, Szarpak \u0141, et al. Workplace violence against healthcare workers during the COVID-19 pandemic: A systematic review. J Health Social Sci. 2022;7:14\u201335.","journal-title":"J Health Social Sci"},{"key":"13144_CR16","doi-asserted-by":"publisher","first-page":"817","DOI":"10.1001\/jamainternmed.2020.1562","volume":"180","author":"S Galea","year":"2020","unstructured":"Galea S, Merchant R, Lurie N. The Mental Health Consequences of COVID-19 and Physical Distancing: The Need for Prevention and Early Intervention. JAMA Intern Med. 2020;180:817\u20138.","journal-title":"JAMA Intern Med"},{"key":"13144_CR17","doi-asserted-by":"publisher","first-page":"892","DOI":"10.1016\/j.jen.2021.07.004","volume":"47","author":"M Lee","year":"2021","unstructured":"Lee M, Gensimore M, Maduro R, Morgan M, Zimbro K. The Impact of Burnout on Emergency Nurses\u2019 Intent to Leave: A Cross-Sectional Survey. J Emerg Nurs. 2021;47:892\u2013901.","journal-title":"J Emerg Nurs"},{"key":"13144_CR18","doi-asserted-by":"crossref","first-page":"71","DOI":"10.3280\/MESA2021-118004","volume":"118","author":"G Gonz\u00e1lez-Ortiz Laura","year":"2021","unstructured":"Gonz\u00e1lez-Ortiz Laura G, Greco A, Luini C, Calciolari S, Meneguzzo M. Managing Covid-19 crisis: the Locarno hospital La Carit\u00e0 as a relevant case in the ticino\u2019s hospital system response to the pandemic. MECOSAN. 2021;118:71\u201395.","journal-title":"MECOSAN"},{"key":"13144_CR19","doi-asserted-by":"publisher","first-page":"215","DOI":"10.1590\/0034-761220200424","volume":"55","author":"D Cepiku","year":"2021","unstructured":"Cepiku D, Giordano F, Meneguzzo M. Comparing strategies against COVID-19: Italy and Switzerland. Revista De Administra\u00e7\u00e3o P\u00fablica. 2021;55:215\u201328.","journal-title":"Revista De Administra\u00e7\u00e3o P\u00fablica"},{"key":"13144_CR20","doi-asserted-by":"publisher","first-page":"678","DOI":"10.1136\/bmjqs-2013-002437","volume":"23","author":"T Reader","year":"2014","unstructured":"Reader T, Gillespie A, Roberts J. Patient complaints in healthcare systems: A systematic review and coding taxonomy. BMJ Qual Saf. 2014;23:678\u201389.","journal-title":"BMJ Qual Saf"},{"key":"13144_CR21","first-page":"83","volume":"29","author":"K Mattarozzi","year":"2016","unstructured":"Mattarozzi K, Sfrisi F, Caniglia F, Palma A, Martoni M. What patients\u2019 complaints and praise tell the health practitioner: Implications for health care quality. A qualitative research study. Int J Qual health care: J Int Soc Qual Health Care. 2016;29:83\u20139.","journal-title":"Int J Qual health care: J Int Soc Qual Health Care"},{"issue":"30","key":"13144_CR22","doi-asserted-by":"publisher","first-page":"74838","DOI":"10.1007\/s11356-023-27317-2","volume":"30","author":"S Zhang","year":"2023","unstructured":"Zhang S, Zhao Z, Zhang H, Zhu Y, Xi Z, Xiang K. Workplace violence against healthcare workers during the COVID-19 pandemic: a systematic review and meta-analysis. Environ Sci Pollut Res Int. 2023;30(30):74838\u201352.","journal-title":"Environ Sci Pollut Res Int"},{"issue":"1","key":"13144_CR23","doi-asserted-by":"publisher","first-page":"299","DOI":"10.3390\/ijerph17010299","volume":"17","author":"Y-L Li","year":"2020","unstructured":"Li Y-L, Li R-Q, Qiu D, Xiao S-Y. Prevalence of workplace physical violence against health care professionals by patients and visitors: A systematic review and Meta-Analysis. Int J Environ Res Public Health. 2020;17(1):299.","journal-title":"Int J Environ Res Public Health"},{"issue":"1","key":"13144_CR24","doi-asserted-by":"publisher","first-page":"mzaf010","DOI":"10.1093\/intqhc\/mzaf010","volume":"37","author":"M Paquay","year":"2025","unstructured":"Paquay M, Kolbe M, Klenkenberg S, Bul\u00e9on C, Bertrand A, Simon R, et al. Comparative analysis of routine clinical debriefings and incident reports: insights for patient safety and teamwork enhancement. Int J Qual Health Care. 2025;37(1):mzaf010.","journal-title":"Int J Qual Health Care"},{"key":"13144_CR25","doi-asserted-by":"publisher","unstructured":"Strahan E. Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference. Fam Med. 2020;52(6):454\u20135. https:\/\/doi.org\/10.22454\/FamMed.2020.543600.","DOI":"10.22454\/FamMed.2020.543600"},{"key":"13144_CR26","doi-asserted-by":"publisher","first-page":"516","DOI":"10.1111\/joim.12752","volume":"283","author":"C West","year":"2018","unstructured":"West C, Dyrbye L, Shanafelt T. Physician Burnout: Contributors, Consequences, and Solutions. J Intern Med. 2018;283:516\u201329.","journal-title":"J Intern Med"},{"issue":"1","key":"13144_CR27","doi-asserted-by":"publisher","first-page":"207","DOI":"10.1186\/s12913-025-12328-1","volume":"25","author":"A Greco","year":"2025","unstructured":"Greco A, Gonz\u00e1lez-Ortiz LG, Gabutti L, Lumera D. What\u2019s the role of kindness in the healthcare context? A scoping review. BMC Health Serv Res. 2025;25(1):207.","journal-title":"BMC Health Serv Res"}],"container-title":["BMC Health Services Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1186\/s12913-025-13144-3.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1186\/s12913-025-13144-3\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1186\/s12913-025-13144-3.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,9,7]],"date-time":"2025-09-07T18:03:27Z","timestamp":1757268207000},"score":1,"resource":{"primary":{"URL":"https:\/\/bmchealthservres.biomedcentral.com\/articles\/10.1186\/s12913-025-13144-3"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,7,22]]},"references-count":27,"journal-issue":{"issue":"1","published-online":{"date-parts":[[2025,12]]}},"alternative-id":["13144"],"URL":"https:\/\/doi.org\/10.1186\/s12913-025-13144-3","relation":{},"ISSN":["1472-6963"],"issn-type":[{"value":"1472-6963","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,7,22]]},"assertion":[{"value":"6 April 2025","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"1 July 2025","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"22 July 2025","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"The study was submitted to the Ethics Committee of the Canton of Ticino (Switzerland) for evaluation. The Committee reviewed the project and confirmed that it does not fall within the scope of the Swiss Human Research Act (HRA), and therefore does not require formal ethics approval prior to implementation. Informed consent to participate was not required, as the study involved a retrospective analysis of fully anonymized data with no access to identifiable personal information. This determination is consistent with applicable national regulations.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethics approval and consent to participate"}},{"value":"Not applicable.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Consent for publication"}},{"value":"The authors declare no competing interests.","order":4,"name":"Ethics","group":{"name":"EthicsHeading","label":"Competing interests"}}],"article-number":"968"}}