Lord Chancellor's Department, Access to Justice, London: HMSO, 1996
2.
Charter Complaints Task Force. Effective Complaints Systems: Principles and Checklist, London: HMSO, 1993
3.
MossPStaceyM. A Report to the Health Committee of the House of Commons, Coventry: University of Warwick, 1994
4.
National Health Service Executive. Being Heard, Leeds: Department of Health, 1994
5.
National Health Service Executive. Complaints — Listening … Acting … Improving: Guidance on the implementation of the NHS complaints procedure. London: Department of Health, 1994
6.
AnnandaleEHuntK. Accounts of Disagreements with doctors, Social Science and Medicine, 1998; 1: 119–129; MulcahyLTritterJ.Pathways, Pyramids and Icebergs? Mapping the links between dissatisfaction and complaints. Sociology of Health and Illness, November 1998 (in press). Brennan T, Leape L, Laird N. Incidence of adverse events and negligence in hospitalised patients: the results from the Harvard Medical Malpractice Study I. N Engl J Med 1991; 324: 370–376
7.
Society of CHC Staff. Are you being heard? Birmingham: Society of CHC Staff, 1996
8.
Lloyd-BostockSMulcahyL. The social psychology of making and responding to hospital complaints: an account model of complaint processes. Law and Policy1994: 16 (2): 23–148
9.
MulcahyL. From fear to fraternity: doctors' construction of accounts of complaints. Journal of Social Welfare and Family Law1996; 184: 397–412
10.
DingwallR. Litigation and the Threat to Medicine. In: GabeJKelleherDWilliamsG (Eds). Challenging Medicine. London: Routledge, 1994
11.
AllsopJ. Two sides to every story: complainants' and doctors' perspectives in disputes about medical care in a general practice setting. Law and Policy1994; 16 (2): 149–183
12.
MulcahyLAllsopJShirleyC. The Voices of complainants and GPs in complaints about healthcare. Social Science Research Papers. No. 3. London: South Bank University, 1996
13.
MulcahyLLloyd-BostockS. Managers as third party dispute handlers in complaints about hospitals. Law and Policy1994; 16 (2): 185–208
