title: Complaints management: get it right.
authors.affiliation: Midwifery and Healthcare, University of West London
authors.forename: Andrew
authors.initials: A
authors.lastname: MacCallum
mesh_terms: D006801:Humans; D017060:Patient Satisfaction; D011787:Quality of Health Care; D013222:State Medicine / Q000458:organization & administration*; D006113:United Kingdom