1. Evaluation of Patient and Family Outpatient Complaints as a Strategy to Prioritize Efforts to Improve Cancer Care Delivery 
Jennifer W. Mack, MD, MPH, Joseph Jacobson, MD, MSc, David Frank, MD, PhD, Angel M. Cronin, MSc, Kathleen Horvath, BA, Victoria Allen, BA, Jennifer Wind, MA, Deborah Schrag, MD, MPH 
Joint Commission Journal on Quality and Patient Safety 
Volume 43, Issue 10, Pages (October 2017)
DOI: /j.jcjq
Copyright © 2017 The Joint Commission Terms and Conditions

2. Figure 1
Some 75% of complaints consisted of only one complaint domain, 18% consisted of both management and relationship complaints, and 8% consisted of a combination of clinical complaints with management and/or relationship complaints.
Joint Commission Journal on Quality and Patient Safety  , DOI: ( /j.jcjq )
Copyright © 2017 The Joint Commission Terms and Conditions

3. Figure 2
Only 6% (n = 17) of complaints included overlap between the two management categories (institutional issues and timing/access). Similarly, only one complaint included both clinical categories of quality and safety. Overlap in relationship complaints was also uncommon (n = 15 [6%] due to both communication and humanness/caring, and n = 1 [0.4%] due to both communication and patient rights).
Joint Commission Journal on Quality and Patient Safety  , DOI: ( /j.jcjq )
Copyright © 2017 The Joint Commission Terms and Conditions