ABSTRACT
Conciliation has been an important tool in relation to the resolution of primary care complaints in the National Health Service (NHS) since its inclusion in the 1996 complaints procedure. However, the NHS (Complaints) Regulations 2004 gives conciliation prominence as a tool for the resolution of complaints in both primary and secondary care. Conciliation is also of significance in relation to the healthcare complaints procedures currently operative in Scotland, Wales and Northern Ireland, as well as in countries beyond the United Kingdom; for instance, Australia, New Zealand, parts of the USA, Canada and parts of mainland Europe, where it is also recognised as providing an additional resource for those involved in handling healthcare complaints. Conciliation has uses beyond the resolution of complaints. ‘Patients who complain about the care or treatment they have received have a right to expect a prompt, open, constructive and honest response including an explanation and, if appropriate, an apology.
