Cause for complaint?: an evaluation of the effectiveness of the NHS complaints procedure

This report by Henrietta Wallace and Linda Mulcahy presents the results of the first national evaluation of the effectiveness of the NHS complaints procedure, which was introduced in April 1996. The research was conducted from the perspective of users and looked at issues of fairness, independence and user satisfaction with the process. A need for far reaching reform of the complaints procedure is identified to make it more effective in holding the NHS to account.