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Background: The path of a complaint and patient satisfaction with complaint resolution is often dependent on the responses of healthcare professionals (HCPs). It is therefore important to understand the influences shaping HCP behaviour. This systematic review aimed to (1) identify the key actors, behaviours and factors influencing HCPs' responses to complaints, and (2) apply behavioural science frameworks to classify these influences and provide recommendations for more effective complaints handling behaviours., Methods: A systematic literature review of UK published and unpublished (so-called grey literature) studies was conducted (PROSPERO registration: CRD42022301980). Five electronic databases [Scopus, MEDLINE/Ovid, Embase, Cumulated Index to Nursing and Allied Health Literature (CINAHL) and Health Management Information Consortium (HMIC)] were searched up to September 2021. Eligibility criteria included studies reporting primary data, conducted in secondary and tertiary care, written in English and published between 2001 and 2021 (studies from primary care, mental health, forensic, paediatric or dental care services were excluded). Extracted data included study characteristics, participant quotations from qualitative studies, results from questionnaire and survey studies, case studies reported in commentaries and descriptions, and summaries of results from reports. Data were synthesized narratively using inductive thematic analysis, followed by deductive mapping to the Theoretical Domains Framework (TDF)., Results: In all, 22 articles and three reports met the inclusion criteria. A total of 8 actors, 22 behaviours and 24 influences on behaviour were found. Key factors influencing effective handling of complaints included HCPs' knowledge of procedures, communication skills and training, available time and resources, inherent contradictions within the role, role authority, HCPs' beliefs about their ability to handle complaints, beliefs about the value of complaints, managerial and peer support and organizational culture and emotions. Themes mapped onto nine TDF domains: knowledge, skills, environmental context and resources, social/professional role and identity, social influences, beliefs about capability, intentions and beliefs about consequences and emotions. Recommendations were generated using the Behaviour Change Wheel approach., Conclusions: Through the application of behavioural science, we identified a wide range of individual, social/organizational and environmental influences on complaints handling. Our behavioural analysis informed recommendations for future intervention strategies, with particular emphasis on reframing and building on the positive aspects of complaints as an underutilized source of feedback at an individual and organizational level., (© 2024. The Author(s).)

The primary purpose of gathering patient feedback is to listen to, reflect on and act on the feedback to improve patients' experiences, interactions and health outcomes. Nurses use patient feedback to guide person-centred care or to inform healthcare decisions. However, when healthcare services attempt to improve the quality of care, there can be a lack of process clarity, clear measurement and evidence of improvements. This article provides an overview of the strategies used to capture patient feedback and offers guidance on how nurses can make use of such information to promote healthcare improvement., Competing Interests: None declared, (© 2024 RCN Publishing Company Ltd. All rights reserved. Not to be copied, transmitted or recorded in any way, in whole or part, without prior permission of the publishers.)

When people are in dispute with their neighbours, there are multiple routes to resolution, and different services have a range of remits to support it. This article explores how noise complaints are reported to dispute resolution mediation and local council environmental services in the United Kingdom. A collection of 315 recorded telephone calls were transcribed and analysed using discursive psychology, underpinned by conversation analytic methods. Analysis focused on how the same kinds of noise complaint were formulated for the remit and provision of the service called. In mediation calls, callers directly attributed the source of the noise to the agent of its production (e.g., "it's about the neighbour"). However, reference to "the neighbour" was typically omitted (at least initially) in calls to environmental health services (e.g., "I need to speak to someone about disturbance"). This comparative analysis of different settings reveals the significance of service remit for the design of complaints and the relevance of attributing cause in making a case for aid. Comparing two settings provides a propitious opportunity to demonstrate that noise is not a physically objective phenomenon or neutral category but institutionally formulated social conduct. [ABSTRACT FROM AUTHOR]

A recent Law Commission Review emphasised that medical fitness to practise panels (also called medical practitioners tribunals) are an important legal mechanism for ensuring that public trust in medical regulation is maintained when a complaint is made against a doctor. This article examines trends over time in panel outcomes to identify their effectiveness in ensuring public protection. Although a rise in complaints, and a change from the criminal to civil standard of proof, has not led to more doctors being struck off the medical register, increasingly action is being taken to provide advice, issue warnings, and agree rehabilitative forms of action with doctors. It is argued that these trends are congruent with the broader adoption of a riskbased approach to professional regulation. Legal reforms to maintain public trust must ensure that the shift towards risk-averse forms of professional accountability do not sacrifice public safety and due process for the sake of political pragmatic exigency. [ABSTRACT FROM AUTHOR]

The article discusses several changes to the British Regulation of Claims Management Companies (CMCs) as of 2015, and it mentions Great Britain's Compensation Act 2006, access to justice issues, and the powers of British claims management regulators. Legal ombudsmen and complaints are mentioned, along with the British banking industry. Rules designed to protect consumers are examined, along with regulatory risk and Great Britain's Conduct of Authorised Persons Rules 2014.

The prevention and resolution of student complaints are critical factors in maintaining and improving the student experience. Rob Behrens looks at the wider context, drawing on lessons from beyond higher education, to examine the opportunities and possible pitfalls. [ABSTRACT FROM PUBLISHER]

Patient satisfaction is an integral component of measuring health care quality. Attention to patient complaints is part of a strategy to resolve dissatisfaction and improve care. Our aim was to review patient complaints in a UK fertility centre, and their outcome. Data regarding all complaints made to the fertility services over 3 years, the outcome and actions implemented were collected retrospectively. Between 2008 and 2011, the fertility unit received 27 (6%) complaints from a total of 450 complaints for the entire Trust (NHS hospital). Complaints could be categorised as Primary Care Trust (funding body) (PCT) ( n = 7) and non PCT related ( n = 20). Most PCT complaints related to funding restrictions imposed by the PCT. The majority of complaints ( n = 20) related to the fertility services and most complaints were multifactorial. Of the total, communication errors and administrative delays accounted for 19 out of 27 complaints, the remainder being due to staff attitude and direct clinical care issues. Of the 27, 25 (93%) were satisfied with a written response and only 2 required a further meeting; 67% of complaints were settled with an apology or explanation alone (18/27), while 30% (8/27) required a review of policy. Improved communication with patients, General Practitioners and commissioners should reduce complaints. The resolution of the majority of complaints can be achieved locally and should be used in a positive way to improve patient care. [ABSTRACT FROM AUTHOR]

The author argues against the concept of whistle-blowing in the field of veterinary medicine in Great Britain. He admits that veterinarians and nurses occasionally witness wrongdoings within the practice that need to addressed, but he does not advice whistle-blowing. He explains the factors that witnesses should consider before deciding to whistleblow. He also discusses the ethical issues and dilemma associated with wrongdoings and whistle-blowing.

Over the last three decades a risk-based model of medical regulation has emerged in the United Kingdom. To promote a risk-averse operational culture of transparency and professional accountability the regulatory state has intervened in medical governance and introduced best-evidenced practice frameworks, audit and performance appraisal. Against this background the paper analyses descriptive statistical data pertaining to the General Medical Council's management of the process by which fitness to practice complaints against doctors are dealt with from initial receipt through to subsequent investigative and adjudication stages. Statistical trends are outlined regarding complaint data in relation to a doctor's gender, race and ethnicity. The data shows that there has been an increase in rehabilitative and/or punitive action against doctors. In light of its findings the paper considers what the long-term consequences may be, for both patients and doctors, of the increasing use of risk-averse administrative systems to reform medical regulation and ensure professional accountability. [ABSTRACT FROM AUTHOR]

Abstract: Background: An adverse event (AE) is defined as an unintended injury or complication caused by healthcare management rather than the disease process that may prolong admission and lead to disability or death. This study retrospectively assessed all reported general surgery-related AEs in a district general hospital in the south-east of England. Methods: All general surgical AEs arising from adult inpatient admissions between 2002 and 2007, that had been reported to the risk management team, following completion of the standard ‘Adverse Incident Report Form’, were retrospectively reviewed. Results: There were 24,185 general surgical admissions over the period of the study; 461 AEs were reported (1.9% mean annual incident rate; 95% CI, 1.3%–2.5%). The majority (85%) were near miss or no injury events (category I and II) while serious/serious near-miss incidents accounted for just 2% of events. Communicative or administrative problems were implicated in 54% of cases while 12% arose from theatre/surgery-related failure. Of 58 medico-legal claims (0.24% of admissions) that were made, 16 (27.5%) progressed to the law courts for formal settlement. Conclusion: The reported annual AE incident rate of approximately 2% is well below the national average: this may be due to pre-selection of general surgery-related AEs or represent under-reporting of incidents. The vast majority of AEs were related to administrative and communicative error. These areas must be addressed if patient safety and outcome is to be significantly improved. [ABSTRACT FROM AUTHOR]

An important aspect of allowing patients to take control of their health care is the introduction of new procedures for dealing with complaints. This article examines the concepts that underpin the new Department of Health regulations on complaints management and what they will mean for health and social care professionals. It also explains why these regulations focus on restorative justice rather than blame when adverse events occur. [ABSTRACT FROM AUTHOR]

Taking as his cue the House of Commons Select Committee for Innovation, Universities and Skills inquiry into `students and universities,' the author begins by addressing four `pathologies' in the current discussion of the student experience: nostalgia and selective memory; condescension and disappointment; moral panic and pulling up the ladder; and contradictory expectations. He then examines four features of the very recent history of UK higher education: generational fracture; student co-creation; the international campus; and the question of student satisfaction. He concludes with some reflections on the Select Committee's approach to its work. [ABSTRACT FROM AUTHOR]

In May 2003, the UK terrestrial television station Channel 4 launched an advertising campaign to promote the second series of the American television programme Six Feet Under. The images used, depicting live models stylised to resemble corpses, appeared to advertise a (fictional) brand of 'afterlife beauty accessories' including 'wound filler', 'lip lock', and 'embalming fluid'. The campaign came under the scrutiny of the UK's Advertising Standards Authority when it received complaints from the public. In order to examine the controversy created by the campaign, a small, exploratory study was conducted. The aim of the study was to identify the discourses employed by complainants when articulating their negative reaction to the campaign. First, a thematic content analysis of the complaint documents was undertaken. Then, semi-structured interviews were conducted in order to unpack the discourses identified in the complaint documents. Four of these discourses will be discusses herein; namely, the discourses of advertising, of media altruism, of death as 'taboo', and of context, were all employed by the complainants and interviewees to rationalise their reactions to the adverts. Finally, these four discourses are considered within the broader field of the sociology of morals. [ABSTRACT FROM AUTHOR]

This paper examines the way making complaints about the neighbors and denying responsibility for disputes systematically bring into play categorizations of those involved. It draws on a corpus of British conversational materials including telephone calls to neighbor mediation centers and police interrogations of suspects. The analytic approach was conversation analytic: sequences of talk in which membership categories (e.g., “old man,” “kids”) and category-implicative descriptions (e.g., “she's eighty three,” “Mum's elderly”) appeared were analyzed for their sequential placement, design, and action orientation. Two sections of analysis examine the use of categories in (i) formulating and affiliating with complaints, and (ii) denying alleged complainables. The paper presents a challenge to those who argue that “identity” topics are not systematically “capturable” outside of research interviews or as regularly occurring phenomena of talk-in-interaction, by showing how the same categories and categorial descriptions crop up in the same conversational turns, accomplishing the same social action. [ABSTRACT FROM AUTHOR]

In autumn 2006 the British Association for Counselling and Psychotherapy approved a proposal to conduct an independent audit of complaints submitted. This article represents the first stage of that audit. Case information from the professional conduct files was accessed and a total of 84 cases, considered by a pre-hearing assessment panel to require a full hearing, were identified for this audit. The cases cover the period from October 1996 to January 2006. The information obtained was entered into a database for numerical analysis. Key findings suggest that accredited members are disproportionately complained against, as are male members of the association. The majority of complaints are made by people who are themselves involved in counselling. [ABSTRACT FROM AUTHOR]

Recently, the system of medical regulation through which doctors are held to account has come under sustained criticism. A series of public inquiries have revealed incompetence, dishonesty, sexual misconduct by individual doctors and, in one case, serial killing, as well as weaknesses in systems that failed to detect deviant behaviour early and then to take action to protect patients. This article looks at the longer-term social and political changes that have brought a shift in the relationship between patients, doctors and the state and a greater concern for predictability in medical competence. It then assesses the evidence for a decline in public trust in doctors as individual practitioners and in the system of professional self-regulation. The concept of trust is discussed and, from the data available, it is suggested that members of the public continue to trust their doctor. However, data on complaints indicate an increasing propensity for people to make complaints about individual doctors and the doctors' regulatory body, the General Medical Council (GMC) has been seen by the public as self-interested. Various state-sponsored inquiries have questioned whether professional self-regulation in its present form can be sustained. The final section of the article looks at the reforms introduced by the GMC and government, and considers whether these are sufficient to restore trust. The discussions have implications for other professions as professional governance systems in the UK have been based on the medical model. [ABSTRACT FROM AUTHOR]

There has been a flurry of recent government initiatives concerning how citizens should be able to take up grievances against the state. In the fields of health and social care, people have been expected to use internal complaints procedures to resolve grievances. Research in this area suggests that there have been problems with the existing complaints procedures and there has been particular criticism of the ‘second-tier’ review stage in both health and social care. This has led to the introduction of more independent means of review. Different models of review have been developed in England, Wales and Scotland. Based on a review of recent policy documents and legislative instruments, this article looks at recent changes and proposals and considers the relative merits of the different models in the three administrations. [ABSTRACT FROM AUTHOR]

ObjectivesTo assess the views of the general public and general practitioners (GPs) on the General Medical Council’s Good Medical Practice. MethodsA large national consumer survey organization (MORI) was commissioned to conduct a survey of a representative sample of the general public using quota sampling methods with randomly selected sampling points across Great Britain. A similar survey was carried out of GPs across Great Britain. Questions were asked of the general public about their perceptions on medical practitioners keeping their knowledge sufficiently up to date to do their job, on complaints being properly investigated, and about doctors being removed from the General Medical Council register if they failed to perform a specifically defined duty. The GPs were asked the same questions about duties. The general public was also asked whether they worked in the National Health Service (NHS), about any recent experiences as a patient in the NHS and whether they had ever complained about a doctor. ResultsA total of 1949 people were interviewed in their homes along with 199 GPs. Over one-third either worked in the NHS or had friends or relatives who worked in the NHS. Eleven per cent felt they had reason to complain about a doctor although only 6% had made a formal or informal written or verbal complaint. The general public and GPs held similar views on reasons for doctors being removed from the register, although the public’s threshold was somewhat lower than the doctors. ConclusionsGPs and the general public have similar views on good medical practice, although the degree of concern shown by the public is greater than that registered by doctors. Both groups show similar patterns of variation in their perception of the importance of some duties compared with others. [ABSTRACT FROM AUTHOR]

The Prevention of Professional Abuse Network (POPAN) is the first national organization within the UK to address the problem of the abuse of clients and patients by health and social care providers. POPAN has a small staff group of eight people and a larger network of advisers, supporters and allies; its activities include campaigning, training, consultancy, and the provision of information, advice and advocacy. Jennie Williams is a clinical psychologist and trustee of POPAN, she has supported the development of the organization since the early 1990s; Jo Nash was the main person involved in the development and provision of the advocacy service between September 1997 to January 2000. This is the edited version of a taped and transcribed interview that took place in 1999. Jo Nash is uniquely placed to provide information of significance to anyone using or providing health and social care services. Her work as an advocate has given her a very particular insight into the challenges faced by those seeking redress for professional abuse, and she has first hand experience of providing advocacy to people who are vulnerable and reluctant to trust anyone offering help. In this interview Jo Nash directs attention to the considerable limitations in current complaints systems, practices and procedures, and offers comment on the implications for change. Her work with POPAN provides continual reminders of the importance of prevention, and she identifies a number of ways in which action can be taken to prevent health and social care practitioners abusing their patients and clients. Copyright © 2001 John Wiley & Sons, Ltd. [ABSTRACT FROM AUTHOR]

This article explores the issue of sexual harassment within a large oil refinery. It considers the reasons for the occurrence of such harassment and the subsequent effects on individuals and victims. By means of a questionnaire survey, information was gathered on differing perceptions of what constitutes offensive behaviour and the frequency and nature of the incidents. Two vignettes provide a rich picture of the types of harassment, how complaints were handled and the differing impacts on individuals. Senior managers were interviewed to ascertain their perception of issues of harassment. Finally, suggestions are offered regarding future company procedures and management actions required to mitigate the issue of sexual harassment. The research highlights the need for management and employee actions, in terms of training and awareness of issues. [ABSTRACT FROM AUTHOR]

Background: To investigate any associations between new clinical policies implemented because of the COVID-19 pandemic and harm to patients., Methods: Retrospective data collection of incidents and complaints reported through Datix ® , and the Patient Advice and Liaison Service (PALS), respectively. The setting was the Family Health division in a University teaching hospital in the UK. Primary and secondary outcome measures included: the proportion of incidents reported on Datix ® from 23 March 2020 to 29 May 2020, compared to the period from 23 March 2019 to 29 May 2019. COVID-19 related incidents and complaints and association with newly published guidelines or pathways from 23 March 2020 to 29 May 2020 were investigated., Results: There was no significant difference in the proportion of overall patient activity resulting in incidents reported on Datix in 2020 (2.08%) compared to 2019 (2.09%), with 98% resulting in no/low harm in 2020. Three incident categories had increases in relative proportions of incidents including the terms "COVID" or "Corona" compared to incidents that did not: "Child death", "delay/failure to treatment and procedure" and "information governance". One of the child deaths was a miscarriage and we were unable to link the second child death to a change in clinical policy at this stage. We were only able to link two COVID-19 associated incidents with a pathway or procedural change (one to the Children's Emergency Department admission pathway and the second to the introduction of virtual antenatal clinics). Eighteen complaints related to COVID-19 were logged. However, at this stage, we are unable to link any of these to a published change in clinical policy., Conclusions: New policies introduced in the division, during the COVID-19 pandemic were associated with similar rates of clinical incidents, when compared with the previous year. There were only two COVID-19-related incidents clearly related to a change in pathways and procedures. Continued surveillance and improved metrics for monitoring the impact of changes to pathways and procedures should be sought with the sustained presence of COVID-19 in clinical areas.

The article discusses annual retention fee (ARF) to be paid by dentists to General Dental Council (GDC) in Great Britain. Topics discussed include fitness to practise (FTP) dental care professionals, complaints made to GDC and legislation related to dentistry in the country. Other topics such as British Dental Association (BDA) are also mentioned.

Objective: To evaluate the nature of complaints from patients with functional neurological disorders and understand the reaction of UK neurology consultants to receiving complaints from this patient group., Methods: A voluntary online retrospective survey was advertised to UK consultant neurologists. Questions asked about the nature of the complaint, how it was dealt with, how it affected their emotional well-being and attitude to work, and whether it influenced their clinical practice. Responses were anonymised. The frequency of responses and percentage of total responses were analysed. Respondents were also given opportunities to add personal comments., Results: Responses from 58 clinicians were received. Patient disagreement with the diagnosis was a factor in 90% of complaints received. Only 77% of complaints were resolved within 6 months and 61% of clinicians received no feedback about the outcome. 31% of clinicians reported their most problematic complaint had an adverse effect on their mood. 67% of respondents changed their practice following the complaint with 59% investigating more frequently or due to perceived pressure from patients., Conclusions: Complaints from patients with functional neurological disorders appear to be primarily due to disagreement with the diagnosis. They are more difficult to resolve than other complaints, and clinicians who deal with them often become the 'second victim' in the process leading to potentially adverse effects on patient care. Strategies to tackle these issues are discussed., Competing Interests: Competing interests: None declared., (© Author(s) (or their employer(s)) 2018. Re-use permitted under CC BY-NC. No commercial re-use. See rights and permissions. Published by BMJ.)

Health Watch England and Local Health Watch will be the two organisations overseeing quality of primary care services under the government's proposals. This article explains what their role will be and how listening relationships with patients should be developed. [ABSTRACT FROM AUTHOR]

Two national organizations concerned with patient safety--the National Patient Safety Agency and the Parliamentary and Health Service Ombudsman--have recently published their annual reports. The publications reveal important insights into how the NHS is currently dealing with the issue of patient safety, and complaints brought against the NHS by patients. [ABSTRACT FROM AUTHOR]