@article{3e903e5b9b83431d9e1a6580ed23e662,
title = "A strategic and good governance perspective on handling patient complaints",
keywords = "Complaint handling procedures, Good governance, Patient complaints, Specialized medical care, Strategy, Complaint handling procedures, Good governance, Patient complaints, Specialized medical care, Strategy",
author = "S.P. Ryyn{\"a}nen and R Harisalo",
year = "2018",
doi = "10.1108/IJHCQA-11-2016-0168",
language = "English",
volume = "31",
pages = "923--934",
journal = "International Journal of Health Care Quality Assurance",
issn = "0952-6862",
publisher = "Emerald",
number = "8",
}