title: The use of patient complaints to improve service delivery.
abstract: In this paper changes to the procedures involved in making complaints are outlined. The alterations in the process follow on from the Department of Health's response to the Wilson report. The new guidelines for dealing with complaints are designed to be simpler and more explicit in order to encourage members of the public to make their concerns known. The ways in which complaints can be used positively to improve on services are outlined.
mesh_terms: D017408:Guidelines as Topic; D006801:Humans; D010344:Patient Advocacy; D017060:Patient Satisfaction; D017749:Total Quality Management / Q000458:organization & administration*