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Chapter 5 - Complaints procedure

Published online by Cambridge University Press:  05 March 2012

Rory Shaw ,
Vino Ramachandra ,
Nuala Lucas  and
Neville Robinson
Rory Shaw
Affiliation:
North West London NHS Trust
Vino Ramachandra
Affiliation:
Northwick Park Hospital
Nuala Lucas
Affiliation:
Northwick Park Hospital
Neville Robinson
Affiliation:
Northwick Park Hospital
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Summary

A complaint can be defined as an expression of dissatisfaction requiring a response. Complaints are widespread in the health service. They can come from patients, relatives, carers or other healthcare workers.

The new shared complaints procedure for both health and social care came into force on 1 April 2009. It is structured around three main principles: listening, responding and improving. The premise for the reform was to give organizations the flexibility they need to deal with complaints more effectively and also encourage a culture that seeks and uses people's experiences to make services effective, personal and safe. This new complaints procedure represents a significant attempt to improve the management of patient, carer and public concerns in a complainant-centred manner.

Type
Chapter
Information
Management Essentials for Doctors , pp. 10 - 12
Publisher: Cambridge University Press
Print publication year: 2011

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References

NHS Complaints Procedurewww.dh.gov.uk/en/Managingyourorganization
www.ombudsman.org.uk
www.medicalprotection.org/uk/booklets/nhs-complaints-in-england
www.pals.nhs.uk

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