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Customer complaints in the National Health Service
Author(s) -
REID N.,
REID R.,
MORRIS D.
Publication year - 1995
Publication title -
journal of nursing management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.925
H-Index - 76
eISSN - 1365-2834
pISSN - 0966-0429
DOI - 10.1111/j.1365-2834.1995.tb00111.x
Subject(s) - flourishing , ethos , service quality , service (business) , business , marketing , public relations , quality assurance , nursing , medicine , psychology , political science , social psychology , law
This paper addresses the role of consumer complaints in the flourishing quality assurance industry within the National Health Service (NHS), and considers the traditional ethos of complaints within the service. The advent of the internal market is considered as one of a range of factors which may change attitudes of NHS staff to complaints. In evaluating how complaints services might develop relevant literature is reviewed and recent national data on complaints procedures are cited.