Healthcare complaints handling systems: a comparison between Britain, Australia and Taiwan

Health Serv Manage Res. 2011 May;24(2):91-5. doi: 10.1258/hsmr.2011.011003.


This paper explores the health care complaints handling reforms enacted in Britain, Australia and Taiwan. A documentary search for policy documents, reports and studies related to the reforms of the health care complaints handling system was conducted. A keyword search was performed within PubMed and ProQuest for the period 1985-2009 to identify relevant articles. The study found that the major difference in health care complaints handling systems between countries, is the mechanism for running a complaints system. Both Britain and Australia have attempted to incorporate patient complaints into their national quality systems. Their intention was to set up mechanisms to create an effective bridge, at a national policy level, between the patient complaints management system and the quality management system.

MeSH terms

  • Australia
  • Health Care Reform
  • Hospital Administration*
  • Humans
  • Patient Satisfaction*
  • Quality of Health Care
  • State Medicine
  • Taiwan
  • United Kingdom