A COMPLAINTS MANAGEMENT-SYSTEM - STRENGTHS AND WEAKNESSES

Aims. To describe the complaints management process in a base hospital and to outline its guiding principles. Method. A review and analysis of the complaints lodged during 1996 with the Complaints Management Sy stem cf the hospital. Results. There were 146 complaints lodged after 132 400 patient contacts. Overall resolution time was 14 days, but 24 appeals were lodged against the initial opinion and were all subsequen tly resolved satisfactorily. Conclusion. The complaints process should be user friendly, result in a quick response and be seen as a quality rather than a disciplinary tool.