Complaints can improve care

Article Abstract:

Nurses could help improve services to patients if they overcame their tendency to take patients' complaints personally, and began to look at them as consumer suggestions that highlight failings in the system. Patients often complain about seemingly trivial aspects of everyday life in hospital, such as hospital food, over which nurses have no control. Nevertheless nurses can help organisations correct their shortcomings by referring complaints to the appropriate department. Responding to complaints quickly and efficiently also prevents an escalation of any problems.

Analysis, Hospitals, Cover Story, Nurse and patient, Nurse-patient relations, Consumer complaints

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Why we hate change

Article Abstract:

The belief that change is good has become a common theme in the UK's National Health Service, but many professionals secretly agree that not all its effects will be progressive. The current trend of involving workforces in the change process can be counterproductive and often results in change by decree rather than by consensus. It may be time to postpone further change within the healthcare sector until current reforms can be implemented correctly.

Management, Organizational change, Health services administration

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