Role of the nurse in managing complaints in their clinical area
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Role of the nurse in managing complaints in their clinical area

William Gage Deputy divisional director of nursing, Surgery, Cancer and Cardiovascular Services, Imperial College Healthcare NHS Trust, London, England

Complaints and their management are an important indicator of the quality of care. Therefore, effective management of complaints is central to improve services and prioritise an open, honest and transparent health service. However, there is scope for NHS organisations to improve their response to complaints. This article outlines the NHS complaints procedure, focusing on how nurses can develop essential skills to help them to improve their management of any complaints that arise in their clinical area. It provides a structured framework, identifying useful communication skills, and explores how managing complaints relates to a nurse’s statutory duty of candour.

Nursing Standard. 30, 32, 51-60. doi: 10.7748/ns.30.32.51.s44


Peer review

All articles are subject to external double-blind peer review and checked for plagiarism using automated software.

Received: 06 October 2015

Accepted: 20 January 2016

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