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

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

by Chris Gunn (Author)

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.

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More Information

Format: Paperback
Pages: 240
Publisher: Churchill Livingstone
Published: 12 Jan 2001

ISBN 10: 0443070237
ISBN 13: 9780443070235

Media Reviews
For any practitioner whose role involves dealing with complaints, from verbal complaints through to high level investigations, this book will prove a readable and extremely informative guide. Lynn Walshaw, Departmental Manager/Emergency Nurse Practitioner, Accident and Emergency Nursing, vol 10, October 2002
Author Bio
Chris Gunn MA, TDCR