'Acting on Complaints', reform of the complaints system in the NHS

Correspondence and papers relating to the proposals contained in and action resulting from the Wilson Report 'Being Heard' on reforming the NHS complaints system, Mar 1995 (the report significantly made provision for the Health Service Commissioner or Ombudsman to investigate clinical complaints, not just "maladministration").

Includes background papers on research into the handling of complaints in the health services including some survey research carried out by the Patients Association in 1988, Patient's Association's evidence to the Wilson Committee reviewing complaints procedures, booklet containing the government's proposals in response to 'Being Heard', Mar 1995, text of a summary of the Report for Patients Voice, Patients Association's official response to 'Being Heard', journal articles, press releases by various interested bodies, 'Interim Guidance' published by the NHS Executive Oct 1995 for implementation of the new complaints procedure, paper by Jean Robinson 'Why the new NHS complaints system is going to be worse than the old one....', Jan 1996.

Also papers generated by the Implemention Advisory Group 'Acting on Complaints' in which the Patients Association was involved, notably relating to training within the health service for practical implementation of the new policy, a seminar to discuss professional issues in connection with the new policy, Jun 1996, meetings to discuss consumer issues, monitoring complaints and data collection, meeting with consumer groups regarding extension of the Health Service Commissioner's jurisdiction.

1988-1995

1 file (in 2 parts)