Patients and other customer complaints at Charleston Area Medical Centre Health System (CAMC), a US hospital system and winner of the 2015 Baldrige National Quality Award, were systematically managed through a 4-stage complaint management process: 1) Receive formal/informal feedback/complaint. 2) Acknowledgement and Service Recovery. 3) Response - log/investigate/resolve. 4) Trending/Analysis for Improvement. Complaints were received…

BPIR Categories

7.3.2 Manage customer complaints

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