Complaining – what's the use?

Quality in health care has traditionally been defined by providers with reference to technical criteria. In recent years we have witnessed an emerging interest in the notion of quality assurance as a means of reducing the possibility of mishaps or mistakes occurring. ¹ Concern for quality does not just relate to the appropriateness and effectiveness of clinical procedures, but extends to all aspects of the services provided by medical staff and administrators, and to the process of care viewed from the patient’s perspective.