ABSTRACT
In general terms, most patients, their families, friends and carers have considerable trust in the services that the NHS provides. The majority of patients experience high-quality care but where they perceive a drop in standards they have a right to be heard and for their complaints to be dealt with promptly, efficiently and politely. Learning how to handle and diffuse difficult situations, including managing potential complainants, is an integral part of customer care training and arguably should be mandatory for every new member of staff who has a role which brings him or her into direct contact with patients and carers. The effective management of complaints should be of prime importance to any organisation committed to improving service quality. The local resolution stage provides the quickest and fullest opportunity for investigation and resolution of the complaint.
