ABSTRACT
There has been a move in the NHS to encourage the use of in-house complaints procedures. This is a move which should be treated with caution although it will, if handled sympathetically, result in a reduction of matters reaching the authority as complaints. The present system, however, does not provide either an impartial hearing or complete independence, and thus it suffers from all the problems highlighted in this chapter. It is not possible to have an employee of a practice, particularly one in a lower position than the principals, perceived as being independent of either party and thus the probability is that patients will fail to view this procedure in the light of a true conciliation, although if the conciliator is particularly skilled and personable they might achieve a resolution.
