Jump to ContentJump to Main Navigation
An Introduction to Clinical Governance and Patient Safety$
Users without a subscription are not able to see the full content.

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

Show Summary Details
Page of

PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2021. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 20 April 2021

Complaints and claims

Complaints and claims

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

Ruth Symons

Oxford University Press

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

Oxford Scholarship Online requires a subscription or purchase to access the full text of books within the service. Public users can however freely search the site and view the abstracts and keywords for each book and chapter.

Please, subscribe or login to access full text content.

If you think you should have access to this title, please contact your librarian.

To troubleshoot, please check our FAQs , and if you can't find the answer there, please contact us .