In this report, Sir William Reid, Parliamentary Commissioner for Administration and Health Service Commissioner for England, Scotland and Wales for seven years and a European Director of the International Ombudsman Institute for four years, discusses the complexities surrounding the NHS complaints procedure, the role of the independent arbiter and how complaints from patients are investigated.
Suggested citation
Reid W (1998) Resolving complaints and promoting openness: Can the ombudsman help? Research report. Nuffield Trust.