Supporting staff to respond effectively to informal complaints: findings from an action research study-Reference-Cited by-同舟云学术

Supporting staff to respond effectively to informal complaints: findings from an action research study

Published:2015-02-07 Issue:15-16 Volume:24 Page:2106-2114
ISSN:0962-1067
Container-title:Journal of Clinical Nursing
language:en
Short-container-title:J Clin Nurs

Author:

Allan Helen T¹,Odelius Ann Christine²,Hunter Billie J³,Bryan Karen⁴,Knibb Wendy²,Shawe Jill²,Gallagher Ann²

Affiliation:

1. Middlesex University; London UK

2. University of Surrey; Guildford Surrey UK

3. Cardiff University; Cardiff Wales UK

4. Sheffield Hallam University; Sheffield UK

Funder

Midwifery Teacher Training Council endowed trust at the University of Surrey

Publisher

Wiley

Subject

General Medicine,General Nursing

Link

http://onlinelibrary.wiley.com/wol1/doi/10.1111/jocn.12770/fullpdf

Reference38 articles.

1. Dealing with clinical complaints;Allsop;Quality in Health Care,1995

2. Maintaining professional identity: doctors’ responses to patients’ complaints;Allsop;Sociology of Health & Illness,1998

3. Team working and effectiveness in health care;Borrill;British Journal of Health Care Management,2000

4. Cavendish C 2014 The Cavendish Review. An Independent Review into Healthcare Assistants and Support Workers in the NHS and Social Care Settings https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/236212/Cavendish_Review.pdf

5. Clwyd A Hart T 2014 A Review of the NHS Hospitals Complaints System. Putting Patients Back in the Picture https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/255615/NHS_complaints_accessible.pdf

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