Soundings

Dear wellwisher

BMJ 1995; 310 doi: http://dx.doi.org/10.1136/bmj.310.6976.405a (Published 11 February 1995) Cite this as: BMJ 1995;310:405
  1. James Owen Drife
  1. professor of obstetrics and gynaecology, Leeds

    One of the success stories of the reformed NHS is the complaints procedure. In 1994 hospitals processed more complaints than ever before. Each complaint received an individual reply, but most could be dealt with by one of these standard letters.

    Dear Madam,

    I have investigated your complaint and I find that much of what you say is true. I apologise. May I point out, however, that nothing you said was news to me. We are way past the stage of identifying our problems and are now trying to solve them. We are already applying ourselves to most of the points …

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