Risk management instruments could prevent many so-called undesirable events in hospitals. However, for these tools to work efficiently, a safety culture is required, which needs to be introduced and implemented gradually. Šehad Draganović is investigating how this might be achieved.
Money is money: so why should we care how it is given? A new study on complaint handling, recently published in the renowned Journal of Service Research, delivers fresh insights: People who complain react differently, depending on how the financial compensation is presented.
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