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An Introduction to Clinical Governance and Patient Safety$
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Elizabeth Haxby, David Hunter, and Siân Jaggar

Print publication date: 2010

Print ISBN-13: 9780199558612

Published to Oxford Scholarship Online: January 2011

DOI: 10.1093/acprof:oso/9780199558612.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (www.oxfordscholarship.com). (c) Copyright Oxford University Press, 2019. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 11 November 2019

Complaints and claims

Complaints and claims

Chapter:
(p.59) Chapter 7 Complaints and claims
Source:
An Introduction to Clinical Governance and Patient Safety
Author(s):

Ruth Symons

Publisher:
Oxford University Press
DOI:10.1093/acprof:oso/9780199558612.003.0007

Complaints and claims in the National Health Service (NHS) are managed in accordance with national guidance and legislation. Analysis of complaints and claims data, together with patient-safety incidents, can provide a valuable source of learning and opportunity for risk identification particularly in relation to patient safety. This chapter discusses the NHS complaints system, clinical negligence claims in the NHS, the Clinical Negligence Scheme for Trusts (CNST). It also considers why patients make complaints and claims, and their implications for clinicians.

Keywords:   National Health Service, healthcare practice, complaints system, claims, patient safety, clinical negligence

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