User:Penbat/delay, deny and defend

http://journals.lww.com/em-news/Fulltext/2011/03000/Quality_Matters__Deny_and_Defend__Apologizing.12.aspx?WT.mc_id=HPxADx20100319xMP

http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1586453

http://books.google.co.uk/books?id=rW58kgAACAAJ&dq=allintitle:+%22deny+and+defend%22&hl=en&sa=X&ei=EO9qT5OMGoicOqiB-YMG&ved=0CDUQ6AEwAA

Delay, deny and defend is an expression most commonly used in connection with the insurance industry to describe their perceived reluctance to process claims. The expression has also been used in other contexts, particularly in the UK National Health Service to describe their perceived tardiness processing complaints from patients.

National Health Service
https://www.google.co.uk/search?q=%22delay,+deny+and+defend%22+amazon&ie=utf-8&oe=utf-8&gws_rd=cr&ei=8fS3VNyTE8HuUpSUgvAI#q=%22delay%2C+deny+and+defend%22+NHS

Patient complaints are met with an attitude of ‘delay, deny and defend’ in the NHS, according to a damning parliamentary report. Co-author and Labour MP Ann Clwyd said a defensive approach to patient concerns is ‘deeply entrenched’ Tricia Hart

http://www.mirror.co.uk/news/uk-news/nhs-complaints-review-patients-could-2650756