A Practical Guide to Complaints Handling: In the Context of Clinical Governance - Softcover

Gunn MA TDCR, Chris

Softcover

ISBN 10: 0443070237 ISBN 13: 9780443070235

Publisher: Churchill Livingstone, 2001

Synopsis

In 1996 new statutory guidelines were published, but there is no definitive guidance available about implementation. Staff are expected to follow certain procedures. In theory this is an area that could involve all staff anywhere in the NHS and complaints are on the increase. In 1997-98 over 38 000 written complaints were received in England alone, about general medical and dental services and family health services administration. Complaints systems have been classified as one element of clinical governance and so are likely to have an even higher profile in future.

A Practical Guide to Complaints Handling is set out in two parts, Primary Care and Secondary Care. The material is user friendly and assessable equally to professional and lay people. Practical examples are used to demonstrate the best way to deal with each scenario. The underpinning legislation is provided in an appendix.

Many practical examples

User friendly

Covers the whole of the NHS Complaints system

Gives practical tips and hints for Local Resolution & Preventing Complaints

Emphasis the links between complaints and clinical governance

Outlines the role of the Health Service Ombudsman

Discusses why people complain & the problems associated with bereavement

Offers suggestions for running Local resolution meetings & Independent Review Panels

Suitable for all who are involved in NHS complaints

About this title

About the Author

Chris Gunn MA, TDCR

Edition details

• Publisher: Churchill Livingstone
• Publication date: 2001
• Language: English
• ISBN 10: 0443070237
• ISBN 13: 9780443070235
• Binding: Paperback
• Edition number: 1
• Number of pages: 240