That looks an interesting resource.
However in the context of the original main question it's easy to
conflate two different issues:
1) Is a complaint justified
2) Is something "a complaint"
If someone sends a communication headed "complaint" to their GP,
alleging that they can't get an appointment at 5:30am which happens
to be the only time that suits them, it seems to me most people would
indeed view this as a complaint.
The vast majority of both doctors and patients might well feel it was
unjustified in the sense that the GP has done nothing "wrong" (even
if one can see the patient's point of view), but a complaint it is.
Demonstrating how many complaints are about good quality care (eg.
not over-prescribing antibiotics, seeking out the patient's agenda)
is an important and worthwhile project which deserves to be taken on somewhere.
Julian
At 13:25 11/03/2013, you wrote:
>maybe use
>http://sdm.rightcare.nhs.uk/pda/
>
>now lets see whether your concern /request "fits" into this framework
>approach
>Mark Westwood
|