Learning from complaints in organisations | Coffee break research at LSE
Update: 2025-11-04
Description
Contributor(s): Dr Tom Reader | Most organisations receive complaints from their end-users and stakeholders, and this feedback can be essential for both correcting problems and driving innovation. However, many organisations struggle to learn from complaints. As a result, opportunities for improvement can be lost and problems that threaten the organisation can escalate and grow.
In this talk, Dr Tom Reader explores LSE research looking at how, through culture change and harnessing artificial intelligence, healthcare organisations can improve quality and safety by learning from the insights contained within complaints sent by patients and families.
Tom Reader is Associate Professor of Organisational Psychology in the Department of Psychological and Behavioural Science at LSE https://www.lse.ac.uk/people/tom-reader
Find out more about the LSE Research Showcase events: https://www.lse.ac.uk/research/lse-research-showcase
Read more about LSE research in Research for the World, our online social science magazine: https://www.lse.ac.uk/research/research-for-the-world
In this talk, Dr Tom Reader explores LSE research looking at how, through culture change and harnessing artificial intelligence, healthcare organisations can improve quality and safety by learning from the insights contained within complaints sent by patients and families.
Tom Reader is Associate Professor of Organisational Psychology in the Department of Psychological and Behavioural Science at LSE https://www.lse.ac.uk/people/tom-reader
Find out more about the LSE Research Showcase events: https://www.lse.ac.uk/research/lse-research-showcase
Read more about LSE research in Research for the World, our online social science magazine: https://www.lse.ac.uk/research/research-for-the-world
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