- Volume 1 (downloadable pdf file, 0.7 MB, 67 pages) contains the synoptic conference report
- Volume 2 contains country reports detailing complaint management structures and practices in Denmark, Germany, Finland, Great Britain, Austria, the Netherlands, and Sweden (downloadable only in the German version, pdf file, 1 MB, 154 pages, English version to follow).
- New: Volume 3 (downloadable pdf file, 2,2 MB, 115 pages) contains the presentations given at our conference on September 3-4 2001 in Hamburg.
In Germany it is published as book:
| Christoph
Kranich + Karl D. Vitt:
Das Gesundheitswesen am Patienten orientieren. Qualitätstransparenz und Beschwerdemanagement als Gradmesser für ein patientenfreundliches Gesundheitssystem. Acht europäische Länder im Vergleich. Mabuse-Verlag Frankfurt am Main, Juli 2003. |