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Created: 24/5/2006
Updated: 24/5/2006


  • A complaint is an expression of dissatisfaction requiring a response
  • Should always be dealt with in a sympathetic and non-confrontational manner
  • The NHS complaints procedure makes it easier to complain and ensures the process is simple
  • The most common complaint is poor communication
  • Two things guaranteed to make a complaint worse
    • Not getting a fair hearing
    • Not getting a full explaination
  • Oral complaints can be dealt with on the spot
  • Written complaints require an acknowledgement (within a certain time period) followed by a full reply
  • If a complaint is not resolved by written or oral response the complainant can request an independant review
  • If the complainant is still not satisfied they can approach the health service ombudsman  

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