TY  - JOUR
AB  - Purpose– The purpose of this paper is to contribute to the current debate about problems with the NHS complaints system.Design/methodology/approach– The paper examines, in light of a recent audit of NHS complaint handling by the Healthcare Commission, the underlying reasons for complaints and for dissatisfaction with the way a complaint is handled. It discusses the implications of various recommendations and research findings for enhancing and improving complaints handling.Findings– More emphasis is needed on the quality of interpersonal interaction with complainants for successful resolution of complaints. Attending to the process alone will not reduce dissatisfaction among complainants.Practical implications– Learning from complaints to improve services is important to complainants as well as to healthcare providers and communicating this should be an integral part of the process.Originality/value– The value of the paper is that it re‐emphasises the important role that complaints can play in the continuous improvement of services. It also sheds light on possible reasons for dissatisfaction with the way complaints are handled.
VL  - 13
IS  - 2
SN  - 1477-7274
DO  - 10.1108/14777270810867366
UR  - https://doi.org/10.1108/14777270810867366
AU  - Cowan Jane
AU  - Anthony Sandy
PY  - 2008
Y1  - 2008/01/01
TI  - Problems with complaint handling: expectations and outcomes
T2  - Clinical Governance: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 164
EP  - 168
Y2  - 2024/04/19
ER  -