title: Learning from past complaints to improve the care of patients.
abstract: This article gives an outline of the NHS complaints procedure, the role of the nurse in the management of complaints and the lessons learnt from complaints received by the Healthcare Commission. By raising awareness of the concerns frequently raised in complaints about nursing care, nurses will be better prepared to handle complaints and to use them and the complaints process to drive changes and improvements in patient care.
authors.affiliation: Central Manchester and Manchester Children's University NHS Trust.
authors.forename: Anne
authors.initials: A
authors.lastname: Allison
mesh_terms: D019985:Benchmarking / Q000458:organization & administration; D006801:Humans; D020380:Needs Assessment / Q000458:organization & administration*; D024802:Nurse's Role; D017060:Patient Satisfaction; D012308:Risk Management / Q000458:organization & administration; D013222:State Medicine / Q000458:organization & administration; D017749:Total Quality Management / Q000458:organization & administration*; D006113:United Kingdom