ABSTRACT
Complaints may arise, for example, out of a poor bedside manner, rudeness or lack of information. The main cause of clinical accidents is a breakdown in communication, mainly through poor documentation, poor records, system failures and consent issues. Health authorities are required to have in place a complaints procedure. An informal complaint may best be described as 'a concern'. A patient might raise a concern with a health professional when passing in a corridor or at the bedside or they may have specifically asked to speak to someone to discuss their concerns. Following surgery, a patient is told that he is ready for discharge and the staff explain that there are signs and symptoms to look out for and that they will give him a leaflet explaining this before he goes home. A patient might not necessarily inform the care provider of their complaint.
