Making things better? A report on reform of the NHS complaints procedure in England
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2nd Report—Session 2004-2005
Presented to Parliament pursuant to Section 14(4) of the Health Service Commissioners Act 1993
Ordered by The House of Commons to be printed 10th March 2005
HC 413 (2004-2005)
Contents
Chapter 1 - A brief history of proposals for reform
Chapter 3 - Key elements of a new system
Annexes
Annex A - Chronology of key complaints handling events - following commissioning of the evaluation
Read the press release
Download the full report 
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