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The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning
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    Healthcare Complaints: a valid metric for quality of care?

    I read with interest the paper by Gillespie and Reader presenting the Healthcare Complaints Analysis Tool (HCAT) (1). The authors suggest that the HCAT could be used "as an alternative metric of success in meeting standards" and as a way "to benchmark units or regions". However, this makes the assumption that the volume and strength of complaints received is an accurate reflection of the standard of care being delivered....

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    Conflict of Interest:
    None declared.