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More praise for NHS

PATIENTS praise healthworkers more than they complain, a recent survey has shown.

PATIENTS praise healthworkers more than they complain, a recent survey has shown.

Frontline NHS Direct staff received twice as many compliments as they did complaints during 2007, according to latest figures.

A total of 1,533 compliments were given compared with only 775 complaints.

Monthly patient surveys throughout the year also showed the majority of users were happy with the service, with 97% of callers being satisfied or very satisfied.

Helen Young, clinical director for NHS Direct, said: “We are always delighted to hear positive feedback and this year’s figures are particularly pleasing.

“But we also take complaints and feedback very seriously.

“NHS Direct has a robust system in place to ensure we disseminate good practice when we get things right and learn from our mistakes when we get things wrong.”

The round-the-clock health service receives more than 29 million contacts from patients a year, either by phone or via the web. Staff handle more than 22,000 calls a day.

The top reasons for praising staff ranged from patients pleased with dental advice given, to good attitude from staff and useful advice.

 

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