Response to Complaints is a key indicator of the quality of a service or organisation. Complaints should be responded to in a timely manner, address the patients concerns, establish a causal factor and generate relevant actions and improvement plans. The aim of this project was to improve the response to complaints to enable information to contribute to quality improvement and organisational learning by evaluating the incident which caused the complaint through to embedding the necessary changes into practice. Promoting a quality improvement approach requires information about complaints to be integrated into other adverse event reporting and claims analysis. It also requires the creation of an organisational culture and associated systems that ensure that adverse events and consumer feedback generate opportunities for learning.
