Informal complaints procedure in general practice

BMJ 1994; 309 doi: https://doi.org/10.1136/bmj.309.6953.544a (Published 20 August 1994) Cite this as: BMJ 1994;309:544
  1. V S Samaratunga
  1. 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 …

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