Endnotes 1.
2. 3. 4. 5.
SPSO. Valuing complaints: principles of good complaint management (leaflet). Scottish Public Services Ombudsman October 2006. Care J, Dacre J. The competent novice: dealing with complaints. BMJ 2008; 336: 326-328 Healthcare Commission. Management of complaints files. 2006 Lazoritz S. Dealing with angry patients. Physician Executive 2004; May-June. General Medical Council. Good Medical Practice. London: GMC; 2006.
Resources
Department of Health. NHS Complaints Procedure.
www.dh.gov.uk (search on “NHS complaints”)
NHS Scotland. Can I help You ? Learning from Comments, Concerns and Complaints. 2005.
NHS Wales. Complaints in the NHS. A Guide to Handling Complaints in Wales. 2003.
Parliamentary and Health Service Ombudsman. Principles of Good Complaint Handling. 2008.
Scottish Public Service Ombudsman. Valuing Complaints.
www.valuingcomplaints.org.uk
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