Foreword


It is a professional responsibility to listen, respond to and learn from comments and complaints from patients. This is part of the delivery of high quality primary care to patients within a National Health Service. It cannot be avoided, and conversely should be actively encouraged. There is no longer a place for a patronising attitude to patients and their concerns; those days are long gone. Healthcare delivery today is achieved by a partnership between doctors, dentists, patients, the public and the NHS.


This guide is intended to give practices advice on dealing constructively and promptly with complaints, recognising their potential to improve the delivery of healthcare. Recently, new regulations came into effect for complaints handling in the NHS in England, and there are some differences among the devolved health services but the principles are largely the same.


Jim Rodger, Head of Professional Services, MDDUS April, 2010.


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