8. Relationship between complaints and quality of care in New Zealand: a descriptive analysis of complaints and non-complaints following adverse events (2006)
MM Bismark, TA Brennan, RJ Paterson, PB Davis, DM Studdert
The article aims to estimate the proportion and characteristics of patients injured by medical care in New Zealand public hospitals who complain to an independent health ombudsman, the Health and Disability Commissioner (“the Commissioner”). The percentage of injured patients who lodge complaints was estimated by linking the Commissioner’s complaints database to records reviewed in the New Zealand Quality of Healthcare Study (NZQHS).