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| A PRACTICAL GUIDE TO COMPLAINTS HANDLING
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In the Context of Clinical Governance
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By
Chris Gunn, MA, TDCR, CGTraining, Nottinghamshire, UK
Audience
Primary Care health professionals. Secondary Care Complaints Managers, Convenors, Clinicians involved in the Complaints process, Trust
staff, Lay chairs, Community Health Council staff, Trainers and Students embarking on an career in the NHS. Although the market will
be limited to the UK some of the underlying principles may well apply in other countries.
Contents
Section 1 NHS Complaints and Clinical Governance: The Principles of the NHS Complaints System. Understanding Complaints. Supporting Complainants.
Monitoring and Clinical Governance. Specialist Complaints Handling. The Role of the Health Services Commissioner
Section 2 Primary
Care Complaints. Can Complaints be Prevented? Local Resolution Conciliation. The Clinicians Role. The Health Service Commissioner and
Primary Care.
Section 3 The Health Authorities Role. The Convening Decision. The Independent Review Panel. Complaints Monitoring
and Clinical Governance. Purchasing Complaints.
Section 4 Secondary Care Complaints. Can Complaints be Prevented? Local Resolution.
The Convening Decision. The Independent Review Panel. Clinical Participation. The Health Services Commissioner and secondary care.
Section
5 Appendix. Department of Health Information and Guidance. References
| Bibliographic details |
Paperback, 240 pages, publication date: JAN-2001
ISBN-13: 978-0-443-07023-5
ISBN-10: 0-443-07023-7
Imprint: CHURCHILL LIVINGSTONE
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Last update: 15 Oct 2009
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