Problems with complaint handling: Expectations and outcomes

Clinical Governance

Volumn 13, Issue 2, 2008, Pages 164-168

  Cowan, Jane ^a   Anthony, Sandy ^a  

^a MPS Risk Consulting   (United Kingdom)

Author keywords

Complaints; National Health Service

Indexed keywords

ACCESS TO INFORMATION; CLINICAL PRACTICE; ENVIRONMENTAL SANITATION; GENERAL PRACTICE; HEALTH CARE MANAGEMENT; HEALTH CARE QUALITY; HEALTH PERSONNEL ATTITUDE; HOSPITAL CARE; HOSPITAL DISCHARGE; INFORMED CONSENT; INTERPERSONAL COMMUNICATION; MEDICAL AUDIT; MEDICAL INFORMATION; MEDICAL RECORD; MOTIVATION; NATIONAL HEALTH SERVICE; PATIENT CARE; PATIENT RIGHT; PATIENT SAFETY; PRIMARY MEDICAL CARE; PRIORITY JOURNAL; REVIEW; SOCIAL JUSTICE;

EID: 43149113248     PISSN: 14777274     EISSN: None     Source Type: Journal    
DOI: 10.1108/14777270810867366     Document Type: Review

References (8)

1. Bark, P., Vincent, C., Jones, A. and Savory, J. (1994), "Clinical complaints: A means of improving quality of care", Qual Health Care, Vol. 3, pp. 123-32.
2. Department of Health (2007), "Making experiences count: A new approach to responding to complaints", Gateway ref: 8288, Department of Health, available at: www.dh.gov.uk/en/Consultations/ Liveconsultations/DH_075652.
3. Friele, R.D. and Sluijs, E.M. (2006), "Patient expectations of fair complaint handling in hospitals: Empirical data", BMC Health Services Research, Vol. 6, p. 106, available at: www.biomedcentral.com/ 1472-6963/6/106.
4. Healthcare Commission (2007a), "Spotlight on complaints: A report on second-stage complaints about the NHS in England", Commission for Healthcare Audit and Inspection, available at: www.healthcarecommission.org.uk/_db/_documents/ spotlight_on_complaints.pdf.
5. Healthcare Commission (2007b), "Is anyone listening? A report on complaints handling in the NHS", Commission for Healthcare Audit and Inspection, available at: www.healthcarecommission.org.uk/ serviceproviderinformation/reviewsandstudies/studies/ dealingwithnhscomplaints.cfm.
6. Moore Adamson Craig Partnership LLP (n.d.), ""My Own Anger Propelled Me" - observations driven by a study of patients' complaints to a NHS Hospital in London", available at: www.mooreadamsoncraig.co.uk/MyOwnAnger4.php.
7. Royal College of General Practitioners (2006), "Complaining and commenting in General Practice", available at: www.rcgp.org.uk/pdf/ ISS_INFO_15_NOV06.pdf.
8. Vincent, C., Young, M. and Phillips, A. (1994), "Why do people sue their doctors?", The Lancet, Vol. 343, pp. 1609-13.