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Minimizing risk in the cardiac catheterization laboratory.

Revista espanola de cardiologia (English ed.)ยท2014
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Related Experiment Video

Updated: Jan 24, 2026

Task Interruption and Resumption Paradigm for Testing the Activation and Pursuit of an Abstract Thinking Goal
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Thinking differently about complaints in the NHS.

Elizabeth J Haxby1

  • 1Royal Brompton and Harefield NHS Foundation Trust.

Future Hospital Journal
|May 18, 2019
PubMed
Summary
This summary is machine-generated.

Patient complaints in the National Health Service (NHS) are often seen negatively. Reframing complaints as valuable feedback can improve healthcare delivery and patient experience.

Keywords:
Complaintspatient experiencequality improvementrelationalresponsive

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Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Service Improvement

Background:

  • National Health Service (NHS) complaints are resource-intensive and emotionally taxing.
  • Current NHS complaint handling is defensive and process-focused, missing opportunities for improvement.
  • Patient experience is a key focus in healthcare, yet complaints are often siloed.

Purpose of the Study:

  • To explore how NHS complaints can be transformed from a negative burden into a constructive tool for healthcare improvement.
  • To advocate for integrating complaints into a broader framework of patient feedback for service co-design.
  • To propose a shift towards an anticipatory and relational model of complaint management.

Main Methods:

  • Analysis of the current defensive and process-driven approach to NHS complaints.
  • Conceptualization of a relational model integrating complaints with patient feedback, satisfaction, and experience.
  • Discussion of strategies for harnessing feedback across multiple channels (written, verbal, electronic).

Main Results:

  • Complaints, when viewed constructively, can inform experience-based co-design and collaboration.
  • An anticipatory approach, inviting all feedback and training staff, can drive service improvement.
  • Transforming the perception of complaints can enhance healthcare services for patients and professionals.

Conclusions:

  • The NHS should adopt a proactive and inclusive approach to patient feedback, including complaints.
  • Integrating complaints into a wider patient experience framework can lead to significant service transformation.
  • Shifting from a threat to an opportunity mindset regarding complaints is crucial for NHS improvement.