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Four types of patient complaints were analyzed: malpractice, communication, information, and procedures. They were evaluated as reflective targets and strategies that could be used to solve patient complaints. Information plays a central role in the choice of strategies. The results of this study may benefit the development and implementation of gamification strategies for the patient complaint process. Further research on patient complaints is needed to investigate the factors that impact the health care professionals' responses.<\/p>","DOI":"10.4018\/ijide.2019070105","type":"journal-article","created":{"date-parts":[[2019,4,15]],"date-time":"2019-04-15T14:44:53Z","timestamp":1555339493000},"page":"53-63","source":"Crossref","is-referenced-by-count":0,"title":["Using the Reflective Strategy and the Game Theory Perspective During the Patient Complaint Process"],"prefix":"10.4018","volume":"10","author":[{"given":"Sanna","family":"Ryyn\u00e4nen","sequence":"first","affiliation":[{"name":"University of Lapland, Lapland, Finland"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Pekka","family":"Vasari","sequence":"additional","affiliation":[{"name":"University of Lapland, Lapland, Finland"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"IJIDE.2019070105-0","author":"C.Argyris","year":"1999","journal-title":"On organizational learning"},{"key":"IJIDE.2019070105-1","doi-asserted-by":"publisher","DOI":"10.1093\/acprof:oso\/9780199586165.001.0001"},{"key":"IJIDE.2019070105-2","author":"F.Carmichael","year":"2005","journal-title":"A guide to game theory"},{"key":"IJIDE.2019070105-3","doi-asserted-by":"publisher","DOI":"10.1371\/journal.pmed.0040026"},{"key":"IJIDE.2019070105-4","doi-asserted-by":"publisher","DOI":"10.1186\/1471-2288-12-85"},{"key":"IJIDE.2019070105-5","doi-asserted-by":"publisher","DOI":"10.1111\/eci.12380"},{"key":"IJIDE.2019070105-6","unstructured":"Helsingin ja Uudenmaan sairaanhoitopiiri. 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