Customer complaints in the National Health Service.
This paper addresses the role of consumer complaints in the flourishing quality assurance industry within the National Health Service (NHS), and considers the traditional ethos of complaints within the service. The advent of the internal market is considered as one of a range of factors which may change attitudes of NHS staff to complaints. In evaluating how complaints services might develop relevant literature is reviewed and recent national data on complaints procedures are cited.
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Reid
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Morris
D001291:Attitude of Health Personnel; D006801:Humans; D008389:Marketing of Health Services; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care; D013222:State Medicine; D006113:United Kingdom