LSE evening talk - Learning from complaints

Posted : 17 March 2017

LSE Works are hosting an evening event on Wednesday 22 March with the focus ‘Learning from Complaints: the benefits to organisations of listening to uncomfortable truths’.

Date: Wednesday 22 March, 6.30-8pm.

Location: Hong Kong Theatre, Clement House, London School Of Economics, City Of London WC2A 2AE

Speakers: Dr Alex Gillespie & Dr Tom Reader.

This talk also features Bupa Global’s own Krista Broughton-Munford!


This lecture reports evidence using the Healthcare Complaints Analysis Tool, which is the first reliable tool for systematically analyzing and benchmarking the severity of complaints received by hospitals.


It shows that complaints from patients and families highlight systemic problems in the provision of healthcare and are associated with hospital-level mortality rates. This evidence supports the idea that complaints have high validity and can be used both as an early warning system for identifying systemic institutional failures, and as a catalyst for organisational learning.



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