Staying calm in the face of adversity

Cornock, Marc (2009). Staying calm in the face of adversity. Nursing Standard, 24(8) p. 64.



The article discusses the role that complaint procedures play in ensuring quality assurance in health care. The author describes the formal procedure for how patient complaints against nurses are processed within Great Britian’s National Health Service. The article notes that the goal of the complaint process is to re-establish the integrity of the patient-nurse relationship.

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