Tuesday, 25 October 2005
Acknowledge the feelings and save lots of money
Prompted by a survey we did recently for a London hospital, Colin Adamson writes about the complainant’s experience of the NHS complaint handling system. He makes the point that emotion is the complainant’s principal weapon and the dispassionate investigation-based processes of the NHS ignore this. Result - very dissatisfied complainants and huge expense. Involve the complainant in the solutions, connect with their feelings and tell them how things have in fact been changed and improved. The article sets out how the NHS could save an estimated £1million by reducing escalated complaints.