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Complaints procedures in the NHS: are they fair and valid?

机译：NHS中的投诉程序：它们是否公平有效？

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Purpose - The purpose of this paper is to provide an introduction to the complaints procedure in health care in the UK.rnDesign/methodology/approach The paper provides an overview of the current complaints procedure in the UK and whether it meets the objectives of a robust health care complaints system. A literature search was conducted in March 2009 on EMBASE, HMIC, MEDLINE, PsycINFO, HEALTH BUSINESS ELITE (1995-2009) using the terms "NHS complaints" and "Negligence". The reference sections of retrieved papers were hand-searched for further relevant references. Findings - There are several concerns about complaints handling in the current system. Poor handling of complaints typified by delays in responding to complainants' concerns, poor communication with complainants and inadequate record keeping have been highlighted. Originality/value - The paper draws attention to the fact that there are still several concerns about complaints handling in the NHS and that it needs further improvement before gaining the confidence of service users. Not much interest has been demonstrated in this area and an effective and transparent complaints procedure will facilitate service user confidence in the system.
机译：目的-本文的目的是介绍英国医疗保健中的投诉程序。rnDesign / methodology / approach本文概述了英国当前的投诉程序以及它是否符合健全的目标。医疗保健投诉系统。 2009年3月，对EMBASE，HMIC，MEDLINE，PsycINFO，HEALTH BUSINESS ELITE（1995-2009年）进行了文献检索，使用“ NHS投诉”和“过失”一词。手工搜索检索到的论文的参考部分以获取更多相关参考。调查结果-当前系统中有关投诉处理的一些问题。强调了对投诉的处理不善，表现为对投诉人关注的响应延迟，与投诉人的沟通不良以及记录保存不足。原创性/价值-本文提请注意以下事实：NHS中仍存在一些有关投诉处理的问题，并且在获得服务使用者的信任之前还需要进一步改进。在这方面没有表现出太大的兴趣，有效且透明的投诉程序将有助于服务使用者对系统的信心。

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