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Complaints about nurses: the unlearnt lessons.

The latest annual reports from the Health Service Commissioner (HSC), or Ombudsman (HSC, 1998a,b), have highlighted, yet again, the problems of poor communication, record keeping and complaint handling within the NHS. A record number of complaints about the NHS were filed, 20% more than in 1996. The HSC upheld 12 out of 27 grievances in relation to complaints about care and treatment by nurses and midwives, and 6 out of 11 grievances in relation to communication. For example: