Anne Platt Ward, Liam Donaldson

• Conciliation and complaints. When and why to use conciliation. How to set up conciliation. Conduct of the conciliation. Conciliation and health service staff. Conciliation in relation to clinical and corporate governance.

"The target audience for this book is most obviously those with a specific role in complaints management. However, I believe the content has a wider appeal in its account of the role of conciliation in clinical and organisational governance and in the style of response to complaints from service users, as well as providing insight into the reasons why people make complaints... this book provides an excellent account of the regulations of complaint management with good links to clinical and organisational governance. The conciliation model is clearly presented with evidence of effectiveness in management and handling of complaints in the health service." SUE KNUTTON, FLORENCE NIGHTINGALE SCHOOL OF NURSING & MIDWIFERY, KING'S COLLEGE LONDON 'This book caters to anyone responsible for the conciliatory process, such as a designated conciliator within a healthcare organization, but staff and administrators may also find it useful...an excellent book for those in advanced degree allied healthcare management, public policy, and public health disciplines...covers a vast amount of complex information in a clear and concise manner...The book is simply formatted and uses helpful diagrams, tables, and figures...a good how-to resource.' DOODY'S REVIEW SERVICE "With the advent of guidance relating to the new NHS Complaints Procedure and its emphasis on local resolution, the publication of this clear and well-written book could not be more timely." CLINICAL RISK 'Conciliation is presented as an accessible, attractive and relatively non-threatening option to consider early in the complaints process after careful diagnosis of the risks - This book would be an asset within Complaints Departments especially as the time is right for alternative methods of complaints resolution to be considered routinely.' PUBLIC HEALTH

Anne Platt Ward, Liam Donaldson

• Conciliation and complaints. When and why to use conciliation. How to set up conciliation. Conduct of the conciliation. Conciliation and health service staff. Conciliation in relation to clinical and corporate governance.

"The target audience for this book is most obviously those with a specific role in complaints management. However, I believe the content has a wider appeal in its account of the role of conciliation in clinical and organisational governance and in the style of response to complaints from service users, as well as providing insight into the reasons why people make complaints... this book provides an excellent account of the regulations of complaint management with good links to clinical and organisational governance. The conciliation model is clearly presented with evidence of effectiveness in management and handling of complaints in the health service." SUE KNUTTON, FLORENCE NIGHTINGALE SCHOOL OF NURSING & MIDWIFERY, KING'S COLLEGE LONDON 'This book caters to anyone responsible for the conciliatory process, such as a designated conciliator within a healthcare organization, but staff and administrators may also find it useful...an excellent book for those in advanced degree allied healthcare management, public policy, and public health disciplines...covers a vast amount of complex information in a clear and concise manner...The book is simply formatted and uses helpful diagrams, tables, and figures...a good how-to resource.' DOODY'S REVIEW SERVICE "With the advent of guidance relating to the new NHS Complaints Procedure and its emphasis on local resolution, the publication of this clear and well-written book could not be more timely." CLINICAL RISK 'Conciliation is presented as an accessible, attractive and relatively non-threatening option to consider early in the complaints process after careful diagnosis of the risks - This book would be an asset within Complaints Departments especially as the time is right for alternative methods of complaints resolution to be considered routinely.' PUBLIC HEALTH

Anne Platt Ward, Liam Donaldson

• Conciliation and complaints. When and why to use conciliation. How to set up conciliation. Conduct of the conciliation. Conciliation and health service staff. Conciliation in relation to clinical and corporate governance.

"The target audience for this book is most obviously those with a specific role in complaints management. However, I believe the content has a wider appeal in its account of the role of conciliation in clinical and organisational governance and in the style of response to complaints from service users, as well as providing insight into the reasons why people make complaints... this book provides an excellent account of the regulations of complaint management with good links to clinical and organisational governance. The conciliation model is clearly presented with evidence of effectiveness in management and handling of complaints in the health service." SUE KNUTTON, FLORENCE NIGHTINGALE SCHOOL OF NURSING & MIDWIFERY, KING'S COLLEGE LONDON 'This book caters to anyone responsible for the conciliatory process, such as a designated conciliator within a healthcare organization, but staff and administrators may also find it useful...an excellent book for those in advanced degree allied healthcare management, public policy, and public health disciplines...covers a vast amount of complex information in a clear and concise manner...The book is simply formatted and uses helpful diagrams, tables, and figures...a good how-to resource.' DOODY'S REVIEW SERVICE "With the advent of guidance relating to the new NHS Complaints Procedure and its emphasis on local resolution, the publication of this clear and well-written book could not be more timely." CLINICAL RISK 'Conciliation is presented as an accessible, attractive and relatively non-threatening option to consider early in the complaints process after careful diagnosis of the risks - This book would be an asset within Complaints Departments especially as the time is right for alternative methods of complaints resolution to be considered routinely.' PUBLIC HEALTH