From: Terry Leigh, Mediation Consultant
Subject: Complaint handling in the NHS

I would like to provide some feedback on your recent report (‘GPs criticised for complaint handling’, October 18) regarding complaint handling in the NHS.

I have provided health mediation (NHS Conciliation) services to more than 30 NHS organisations over the last 10 years.

I think it would be of interest to report that there is a really effective dispute resolution process already established as part of the NHS Complaints Process. Unfortunately it is not well promoted and therefore under-utilized.

The main advantages of this process are:

1. It is independent and impartial.

2. It reduces the time, energy and costs associated with complaint handling.

3. It shows that the NHS organisation is committed to resolving the complaint fairly.

4. It has been cited in the literature as very effective in resolving complaints.

5. It aims to promote early resolution by effective, facilitated communication

For more information visit www.mediatorlondon.co.uk