Handling complaints in a constructive way

Article Abstract:

Complaints about a service present a range of opportunities. These opportunities include the possibility of gaining more understanding of the client's viewpoint, and the potential to improve the service for future clients. Nurses should be prepared to deal competently with complaints. They should apologize for the fact that the complainant has experienced distress and they should be able to suggest a solution. The formal complaints procedure within the National Health Service includes the opportunity to present complaints to an independent review panel.

Management, Hospitals, United Kingdom. National Health Service, Consumer complaints

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Support for carers

Article Abstract:

A district nurse has piloted a support group for carers of elderly dependents. General practice records provided information on unknown caregivers. Fifty carers participated in an assessment of needs. Problems included isolation and emotional stress. The support group meeting provided an opportunity to discuss mutual problems and exchange ideas within a social context. The success of the pilot has led to monthly meetings.

Social aspects, Self-help groups, Self help groups

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Listening to carers

Article Abstract:

Health professionals should ensure that the needs of informal carers are assessed as thoroughly as those of the person being cared for. The main areas to be considered are social costs, employment and financial costs, emotional and psychological costs and physical costs. Carers often cope better when offered training and education, and group support can also be very useful.

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