The NHS complaints procedure. Perceptions of a recent convener

The purpose of the NHS complaints procedure is to investigate complaints in a way that is satisfactory to the complainant, while being fair to staff and learning any lesson for service improvement. The current complaints procedure was implemented on 1 April 1996. It covers complaints about primary care practices as well as hospital and community health services, and includes matters arising from clinical judgement. An evaluation of its effectiveness is being undertaken by the London School of Hygiene and Tropical Medicine, York University (York Health Economics Consortium) and Public Attitude Surveys, and a report is due after the end of 2000. This personal view of the complaints procedure, from the perspective of a trust convener, discusses recent proposals for reform from the House of Commons Health Committee and their relevance to the hospital physician.