NATIONAL-HEALTH-SERVICE COMPLAINTS PROCEDURES - THE WAY FORWARD

This article is based on a paper from the Consumers' Association and l ooks at complaints procedures against the NHS. Complaints highlight pr oblem with a service and so can help with long-term improvements. Howe ver, the primary purpose of a complaints procedure should be to ensure that complainants get their concerns listened to and their particular problem properly dealt with. The article examines whether existing co mplaints procedures are fulfilling this primary purpose, and suggests ways in which they could be improved.