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Article
Publication date: 7 August 2009

Manoj K. George and Renju Joseph

The purpose of this paper is to provide an introduction to the complaints procedure in health care in the UK.

Abstract

Purpose

The purpose of this paper is to provide an introduction to the complaints procedure in health care in the UK.

Design/methodology/approach

The paper provides an overview of the current complaints procedure in the UK and whether it meets the objectives of a robust health care complaints system. A literature search was conducted in March 2009 on EMBASE, HMIC, MEDLINE, PsycINFO, HEALTH BUSINESS ELITE (1995‐2009) using the terms “NHS complaints” and “Negligence”. The reference sections of retrieved papers were hand‐searched for further relevant references.

Findings

There are several concerns about complaints handling in the current system. Poor handling of complaints typified by delays in responding to complainants' concerns, poor communication with complainants and inadequate record keeping have been highlighted.

Originality/value

The paper draws attention to the fact that there are still several concerns about complaints handling in the NHS and that it needs further improvement before gaining the confidence of service users. Not much interest has been demonstrated in this area and an effective and transparent complaints procedure will facilitate service user confidence in the system.

Details

Clinical Governance: An International Journal, vol. 14 no. 3
Type: Research Article
ISSN: 1477-7274

Keywords

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Article
Publication date: 9 August 2011

Manoj George and Renju Joseph

The purpose of this paper is to provide an introduction to the existing regulations relating to the obligations of the NHS to its employees and to discuss whether the NHS…

Abstract

Purpose

The purpose of this paper is to provide an introduction to the existing regulations relating to the obligations of the NHS to its employees and to discuss whether the NHS is overburdened with these regulations.

Design/methodology/approach

Provides an overview of the current employment regulations and their impact on the NHS. The authors conducted a literature search in August 2009 on EMBASE, HMIC, MEDLINE, PsycINFO, HEALTH BUSINESS ELITE (1995‐2009) using the terms “NHS employee”, “NHS employer”, “Employment laws”. The reference sections of retrieved papers were hand‐searched for further relevant references.

Findings

The NHS seems to differ from other employers in several aspects. It has always remained high in political agenda, and has had to face high public expectations. The NHS has a huge workforce from a variety of disciplines regulated by different external agencies. There are several areas where it seems that the NHS is struggling with the obligations to its employees. The law regarding the employment contract, redundancy and termination of contract puts the NHS management, as revealed in many case laws, in several legal dilemmas. The working time directives, time off work provisions and the rapidly changing health and safety obligations do not give flexibility and thus create practical problems to the human resources department. The ever‐growing financial obligations seem to be challenging even the very existence of the NHS.

Originality/value

The value of this paper is in drawing attention to the fact that existing employment law is complex and consists of several complicated statutes. The NHS is also going through a period of rapid changes, in trying to set and meet stringent and unrealistic national targets and thereby putting enormous pressure on its management and workforce. The NHS is therefore struggling in several areas with the obligations to its employees.

Details

Clinical Governance: An International Journal, vol. 16 no. 3
Type: Research Article
ISSN: 1477-7274

Keywords

Content available
Article
Publication date: 7 August 2009

Jeff Lucas

Abstract

Details

Clinical Governance: An International Journal, vol. 14 no. 3
Type: Research Article
ISSN: 1477-7274

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