This report describes the process and outcomes of an ‘action research’ project conducted by the Public Law Project with the financial support of the Nuffield Foundation.
This is the Public Law Project’s 10th anniversary report.
In 1997, PLP received funding from the National Lotteries Charities Board to carry out the first independent, national evaluation of the operation and effectiveness of the NHS complaints procedure introduced in April 1996. The aim of this report is to evaluate the procedure from the perspective of health service users, looking at issues of fairness