1. Being heard - report ofthe Review Committee on NHS Complaints Procedures;Executive, N.H.S.,1994
2. Attitude and motivation, Redress;Access, Complaints Task Force; Speed; simplicity, Fairness; Information,1994
3. Redefining NHS complaint handling - the real challenge;Seelos, L.; Adamson, C.;International journal of Health Care Quality Assurance,1994
4. Risk management in the NHS;NHS Executive,1994
5. Acting on complaints: the government's proposals;Department of Health,1995