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Complaints: Listening, acting, improving - Guidance pack for optometrists

  • Document type:
    Guidance
  • Author:
    Department of Health, NHS Executive
  • Published date:
    1 March 1996
  • Primary audience:
    Professionals
  • Gateway reference:
    1996
  • Pages:
    16
  • Copyright holder:
    Crown Copyright

This booklet contains information about the NHS complaints procedure which was introduced in April 1996. All practices should have established their own practice based procedures for dealing with patients' complaints. The national criteria for practice-based procedures are set out, and a model for setting up the procedure is provided. Detailed information is given relating to managing the initial contact with the complainant, interviews, information leaflets, communicating the outcome, and audit.

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