Book contents
- Frontmatter
- Contents
- Contributors
- Foreword
- Preface
- Acknowledgements
- Section 1 Core knowledge
- Chapter 1 Audit
- Chapter 2 Care bundles
- Chapter 3 Checklists
- Chapter 4 Clinical dashboards
- Chapter 5 Complaints procedure
- Chapter 6 European Working Time Directive
- Chapter 7 Good medical practice
- Chapter 8 Guidelines
- Chapter 9 Preparation of a curriculum vitae
- Chapter 10 Medical interviews
- Chapter 11 Role of the consultant
- Section 2 Core skills
- Section 3 Important bodies
- Section 4 Information, evidence and research
- Section 5 Money
- Section 6 NHS structures
- Section 7 Operations
- Section 8 Safety and quality
- Section 9 Staff issues
- Index
- References
Chapter 5 - Complaints procedure
Published online by Cambridge University Press: 05 March 2012
- Frontmatter
- Contents
- Contributors
- Foreword
- Preface
- Acknowledgements
- Section 1 Core knowledge
- Chapter 1 Audit
- Chapter 2 Care bundles
- Chapter 3 Checklists
- Chapter 4 Clinical dashboards
- Chapter 5 Complaints procedure
- Chapter 6 European Working Time Directive
- Chapter 7 Good medical practice
- Chapter 8 Guidelines
- Chapter 9 Preparation of a curriculum vitae
- Chapter 10 Medical interviews
- Chapter 11 Role of the consultant
- Section 2 Core skills
- Section 3 Important bodies
- Section 4 Information, evidence and research
- Section 5 Money
- Section 6 NHS structures
- Section 7 Operations
- Section 8 Safety and quality
- Section 9 Staff issues
- Index
- References
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 - 12Publisher: Cambridge University PressPrint publication year: 2011