Healthcare-related litigations seem to be increasing worldwide and are caused by complaints related to patient care, medical errors and communication breakdowns. These litigations often lead to significant financial losses and emotional distress for both patients and hospital staff. The empirical concern driving this research is the alarming rise in healthcare-related litigations, resulting in significant financial burdens, reputational damage, and compromised patient care. Effective communication and complaint resolution strategies are crucial in mitigating these litigations, yet many healthcare institutions struggle to implement and sustain such approaches. Theoretically, this research is grounded in the principles of communication theory and the social influence model of technology use, which seeks to explore how social factors influence the adoption and use of technology-enabled communication and complaints resolution systems in healthcare settings. Using a mixed-method approach, data collection process included qualitative and quantitative methods. Face-to-face interviews were conducted with patients and staff at three hospitals in the district to gather deep insights into their experiences. Additional to those interviews, self-administered questionnaires were distributed to patients and staff at the same hospitals to collect quantitative data. Document analysis of relevant policies, guidelines, and records was conducted to give a contextual perspective and validate the findings. The methods used in this study give a comprehensive understanding of various issues surrounding communication, complaint resolution, and litigation in healthcare settings. This study is significant for healthcare policymakers and practitioners regarding evidence-based approaches towards improving communication, complaint resolution, as well as patient safety and satisfaction.