Cause for Complaint
An evaluation of the Effectiveness of NHS complaints procedures
In 1997, PLP received funding from the National Lotteries Charities Board to carry out the first Independent, national evaluation of the operation and effectiveness of the NHS compliants procedure introduced in April 1996. The aim of this report is to evaluate the procedure from the perspective of health service users, looking at issues of fairness and independence, and complainants satisfaction with both the handling and outcome of their complaints.
Author: Henriatta Wallace and Linda Mulcahy
Publication date: September 6 1999