title: Managing complaints in health and social care.
abstract: An important aspect of allowing patients to take control of their health care is the introduction of new procedures for dealing with complaints. This article examines the concepts that underpin the new Department of Health regulations on complaints management and what they will mean for health and social care professionals. It also explains why these regulations focus on restorative justice rather than blame when adverse events occur.
authors.affiliation: Norfolk County Council.
authors.forename: Kathy
authors.initials: K
authors.lastname: Holmes-Bonney
mesh_terms: D035881:Compensation and Redress / Q000331:legislation & jurisprudence; D030141:Feedback, Psychological; D033161:Government Regulation; D006801:Humans; D019300:Medical Errors / Q000331:legislation & jurisprudence / Q000517:prevention & control*; D010344:Patient Advocacy / Q000331:legislation & jurisprudence; D017060:Patient Satisfaction / Q000331:legislation & jurisprudence; D017410:Practice Guidelines as Topic; D013222:State Medicine / Q000458:organization & administration*; D017749:Total Quality Management / Q000458:organization & administration*; D006113:United Kingdom