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Related Experiment Videos

Redefining NHS complaint handling--the real challenge.

L Seelos1, C Adamson

  • 1TARP Europe Ltd, London, UK.

International Journal of Health Care Quality Assurance
|December 9, 1993
PubMed
Summary

Effective complaint handling in the National Health Service (NHS) can improve customer satisfaction and loyalty. Shifting from defensive practices to a culture of openness is key for NHS managers to enhance services.

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Area of Science:

  • Healthcare Management
  • Customer Relations Management
  • Organizational Psychology

Background:

  • Organizations increasingly use open dialogue for customer relations.
  • Effective complaint handling is vital for customer satisfaction and loyalty.
  • The National Health Service (NHS) recognizes complaint handling's role in efficiency and cost-effectiveness.

Purpose of the Study:

  • To explore the challenges of incorporating customer feedback within the NHS.
  • To identify weaknesses in current NHS complaint-handling procedures.
  • To advocate for a cultural shift in NHS complaint management.

Main Methods:

  • Literature review on customer relations and organizational change.
  • Analysis of existing NHS complaint-handling frameworks.
  • Discussion of challenges and proposed solutions for NHS managers.

Main Results:

  • Current NHS complaint handling may be perceived as defensive.
  • Redefining procedures aims for user-friendliness for employees and customers.
  • A significant cultural change is needed to move beyond defensive practices.

Conclusions:

  • Facilitating a culture change is the primary challenge for NHS managers.
  • Open dialogue and customer-oriented initiatives can improve NHS services.
  • Transitioning from defensive to proactive complaint handling is essential for the NHS.

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