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The complaints procedure.

T Geffen1

  • 1North West Thames Regional Health Authority, London W2 3QR.

Health Trends
|December 10, 1989
PubMed
Summary
This summary is machine-generated.

The Health Services Complaints

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Area of Science:

  • Healthcare Management
  • Patient Advocacy
  • Medical Ethics

Background:

  • The Health Services Complaints' Procedure was established in October 1981.
  • This procedure aimed to address patient grievances within the healthcare system.
  • Independent professional review was a key component for complex cases.

Purpose of the Study:

  • To analyze the implementation and outcomes of the independent professional review process.
  • To evaluate the types and frequency of complaints received.
  • To assess the effectiveness of the Health Services Complaints' Procedure.

Main Methods:

  • Review of complaint data received by the Regional Medical Officer.
  • Analysis of cases where independent professional review was granted.

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  • Descriptive statistics of complaint types and review outcomes.

    • Main Results:

    • 171 complaints were received between October 1981 and June 1989.
    • Independent professional review was granted in 75 of these cases.
    • The paper details the procedural aspects and findings of these reviews.

    Conclusions:

    • The Health Services Complaints' Procedure facilitated independent review for patient grievances.
    • Analysis of these reviews provides insights into healthcare service quality and patient concerns.
    • The study highlights the importance of transparent complaint resolution mechanisms.