title: Encouraging a listening and learning culture for feedback and complaints.
abstract: In the second of a two-part column John Tingle discusses a report from the Parliamentary and Health Service Ombudsman on complaint handling in general practice and the wider implications for nurses.
authors.forename: John
authors.initials: J
authors.lastname: Tingle
mesh_terms: D001294:Attitude to Health; D005246:Feedback; D058006:General Practice / Q000458:organization & administration*; D006801:Humans; D007858:Learning; D009723:Nurse-Patient Relations; D015279:Organizational Culture; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D013222:State Medicine; D006113:United Kingdom