McCrindle J, Jones R K
International Journal of Health Care Quality Assurance, (UK), Vol 11 No 2 98
Start page: 41 No of pages: 4

Sets out the principles that underpin the new complaints procedure introduced for the National Health Service (NHS) in the United Kingdom, and the objectives set for it in Scotland. Investigates how well the procedure is working, six months after it has been implemented. Lists the reasons that people complain about the service provided by the NHS and sets out the criteria by which they judge the effectiveness of the complaints system. Identifies the limitations of the old complaints system, explains the features of the new system, that are designed to get round these, and considers the possible difficulties that could arise because of the new procedures. Reports the findings of an initial study which interviewed complaints officers working in six Scottish Trusts. Summarizes how the Trusts had implemented the new complaints procedure and sets out the areas in which problems might arise.

Subject(s): NATIONAL HEALTH SERVICE, COMPLAINTS, PROCEDURES, SERVICE QUALITY, HEALTH CARE, UNITED KINGDOM
Database: MQA: Management of Quality Abstracts
Style: Theoretical with application in practice, Survey
Indicators: Research Implication- **, Practice Implication- **, Originality- **, Readability- *, Total Number- ******* Reference: 27AG263

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