Complaints and redress
in Medicine, patients and the law (sixth edition)
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Robert Francis QC’s Report of the Mid Staffordshire NHS Trust Public Inquiry 2013 (the Francis Report) criticised the Trust’s poor reaction to persistently appalling standards of care. Despite numerous reforms, the NHS complaints procedure has come under fire for many years. This chapter examines the history, reforms and future of the NHS complaints process within a wider system of patient redress. It analyses the two stage complaints process- local resolution and appeal to the Health Service Commissioner, better known as the NHS Ombudsman; examines the role of apologies; and considers the viability of an alternative to tort: no-fault compensation.

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