Cause for complaint? An evaluation of the effectiveness of the NHS complaints procedure (1999)
This National Lottery-funded project was the first independent national evaluation of the operation and effectiveness of the NHS complaints procedure introduced in 1996. The report, which identified a need for far reaching reform of the complaints procedure, was submitted to the Health Select Committee (HSC) as part of its investigation into adverse clinical incidents and outcomes, and was published as an annex to the HSC report. PLP’s report was instrumental in subsequent reforms which made the complaints procedure more effective and competent.