Allison Anne
Central Manchester and Manchester Children's University NHS Trust.
Nurs Times. 2006;102(22):26-8.
This article gives an outline of the NHS complaints procedure, the role of the nurse in the management of complaints and the lessons learnt from complaints received by the Healthcare Commission. By raising awareness of the concerns frequently raised in complaints about nursing care, nurses will be better prepared to handle complaints and to use them and the complaints process to drive changes and improvements in patient care.
本文概述了国民保健制度（NHS）的投诉程序、护士在投诉管理中的作用以及从医疗委员会收到的投诉中吸取的教训。通过提高对护理投诉中经常提出的问题的认识，护士将更好地准备处理投诉，并利用投诉及其处理过程推动患者护理的变革与改进。
