Informal complaints procedure in general practiceBMJ 1994; 309 doi: https://doi.org/10.1136/bmj.309.6953.544a (Published 20 August 1994) Cite this as: BMJ 1994;309:544
- V S Samaratunga
- Chalgrove, Oxfordshire OX44 7SR.
EDITOR, - P C Pietroni and S de Uray-Ura's paper reporting their experience of an informal complaints procedure in general practice raises several issues.1 Firstly, a patient liaison worker was chosen to handle the complaints, and this person may have been viewed as a member of the practice team. The patients may have wondered whether complaints would be resolved …