Informal complaints procedure in general practice : first year's experience.
Objectives-To evaluate the first year's experience of an informal patient complaints system that encourages extensive patient participation.
Design-Audit of an informal complaints procedure
Setting-The Marylebone Health Centre, London.
Subjects-39 complaints received over the audit period.
Main outcome measures-Types of complaints (administrative, about doctors or medical care or both, staff about patients, mixed, other) and resolution of complaints (how complaints were dealt with and their resolution).
37 of the 39 complaints were resolved within two weeks.
Two complaints sent direct to the family health services authority were resolved (with patients'agreement) by the informal complaints procedure.
Mots-clés Pascal : Homme, Enquête, Audit, Hôpital, Angleterre, Patient, Plainte, Grande Bretagne, Royaume Uni, Europe
Mots-clés Pascal anglais : Human, Inquiry, Audit, Hospital, England, Patients, Great Britain, United Kingdom, Europe
Notice produite par :
Inist-CNRS - Institut de l'Information Scientifique et Technique
Cote : 94-0547461
Code Inist : 002B30A11. Création : 09/06/1995.