Complaints Policy
Policy Code: A1.5-1
Date: 10/06/2014
Reviewed 24/01/2019, 28/11/2024
Purpose:
- To reduce the stress caused to clients when they are dissatisfied with our service.
- To ensure that dissatisfied clients are treated courteously and have their issues dealt with in a timely and appropriate manner.
- To provide a sensible, just framework for complaint management.
- To ensure compliance with statutory obligations concerning complaints.
- To ensure that complaints and their resolution are used as opportunities for learning and quality improvement.
Responsible Staff:
Implementation: Complaints Officer
Action: All Staff
Audit: Complaints Officer
Audit:
Code | Cycle (months) | Criterion | Standard |
A1.5-1.1 | 12 | The post of complaints officer is filled by a designated member of staff | Yes |
A1.5-1.2 | 12 | At annual appraisal, staff members are able to describe their role in the Complaints process | 80% |
A1.5-1.3 | 12 | All complaints received in the last 12 months have complied in all respects with the statutory requirements and this policy | 95% |
A1.5-1.4 | 36 | Within the last 36 months, a suitable proportion of the practice enrolled population has been surveyed, asking for suggestions for quality improvement and seeking dissatisfaction. | 2% |
A1.5-1.5 | 12 | Complaints has been an agenda item at a practice meeting in the last 12 months. | YES |
Training Resources:
The Health And Disability Code of Consumers' Rights
Linked Policies:
The Health And Disability Code of Consumers' Rights Policy
Privacy Policy
Enabling Resources:
Complaint Acknowledgement Letter
Complaint Final Resolution Letter
Complaint form at reception.
Policy:
We shall treat complaints as a learning process through which we can all improve our performance. Clients who complain shall be welcomed as a useful source of feedback.
Clients may complain by:
Calling the practice and asking to speak to someone.
Writing to the Complaints Officer.
Writing to other members of the practice.
Speaking directly to someone at the practice.
In each case, staff receiving a complaint (even if it is quickly dealt with) should:
Take the complaint seriously.
Record the details in the clinical notes.
Make a note of the complaint in the complaints register.
Inform the Complaints Officer.
It may be appropriate to offer resolution at the time of the complaint. Where possible, this is the preferred method of dealing with complaints as it reduces stress for the client and staff.
If it is not possible to resolve the issue immediately, the following statutory procedure should be followed:
A complaint form is kept at reception so that people without access to computers can have access to complaints resolution.
The complaint should be acknowledged, preferably in writing, within 5 working days of receipt. The acknowledgement should include a copy of our complaint resolution procedure (detailed below) and a copy of the current Health and Disability Code of Consumer's rights. The advocacy service numbers should also be included.
The Complaints Officer shall investigate the complaint, including a discussion with any staff involved. The results of the investigation are to be recorded in the complaints register.
Within 10 working days of receipt of the complaint, the complainant is to be informed of the outcome of the investigation. This should detail whether or not the Complaints Officer feels that the complaint is justified and should be detailed.
If more that 10 days are required to complete investigations, the client should be informed of this as soon as possible, including clear and detailed reasons for the delay. [this is more than required by law but it is reasonable to inform people quickly]
Following the investigation, the Complaints Officer shall create a report detailing:
The nature of the complaint
The result of the investigation.
Whether the Complaints Officer feels that the complaint is justified or not.
Where appropriate, any proposed action, including action needed to reduce the risk of recurrence of the same complaint.
The report should be discussed with appropriate staff members and then, once approved, should be discussed with the client, including an appropriate letter. The letter must advise the client that if they disagree with the findings, they are welcome to discuss the case further with the Complaints Officer or to complain to the relevant commissioner (Privacy or Health And Disability Commissioner as appropriate)
In the event that the client disagrees with the outcome of the investigation, the Complaints Officer should re-evaluate the complaint in the light of any new information provided by the client. A further report detailing the results of this second investigation shall be created and discussed with the Clinical Director, any affected staff and at least one of the Company Directors prior to being finalised.
Once complete, the client should be informed of the outcome of the further investigation and also of their right to appeal to the appropriate commissioner.
It is important that we take the time to learn from our mistakes. All complaints, whether justified or not offer educational opportunites.
Complaints should be discussed at a practice meeting not less than annually and at appropriate other meetings as they arise. The Complaints Officer shall select appropriate complaints for discussion at meetings to provide the best opportunity for learning.
Where appropriate, the Complaints Officer shall add the matter of complaints to the agenda more frequently. It is envisaged that complaints leading to significant learning points should be dealt with in this manner.
Change Log:
10/06/2014
Removed deprecated practice manager role.
Added purpose learning and quality improvement.
24/01/2019
Reviewed. No changes required.
28/11/2024
Added requirement to have a printable complaint form available to aid in making complaints.