A Practical Guide to Complaints Handling
Summary
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A Practical Guide to Complaints Handling by Chris Gunn
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.
Chris Gunn MA, TDCR
| SKU | Unavailable |
| ISBN 13 | 9780443070235 |
| ISBN 10 | 0443070237 |
| Title | A Practical Guide to Complaints Handling |
| Author | Chris Gunn |
| Condition | Unavailable |
| Binding Type | Paperback |
| Publisher | Elsevier Health Sciences |
| Year published | 2001-01-12 |
| Number of pages | 240 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |