References

1. Friele, Roland D. and Sluijs, Emmy M. (2006), “Patient Expectations of Fair Complaint Handling in Hospitals: Empirical Data”, BMC Health Services Research, Vol. 6, pp.106.

2. Friele and Sluijs, p. 106

3. National Audit Office, Feeding Back? Learning from Complaints Handling in Health and Social Care (October 2008).

4. Patients Association, NHS Complaints: Who Cares? Who Can Make it Better? (September 2008).

5. TNS UK Ltd, Results of Omnibus Survey of Health and Social Care: Summary Report (November 2007).

6. Healthcare Commission, Spotlight on Complaints (2008).

7. Healthcare Commission, Complaints Toolkit (March 2008). Para 5.6.3