COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY
|
|
- Hubert Gray
- 7 years ago
- Views:
Transcription
1 COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY DOCUMENT STATUS SCOPE Unclassified This policy sets out Genesis Housing Association's approach to managing complaints from customers. This policy does not cover complaints from landlords who own properties we manage, such as private landlords whose properties are leased for the purposes of providing temporary housing, or from other businesses we contract with. VERSION NUMBER 2.0 REASON FOR REVIEW APPROVED BY Genesis Way Programme review CSG APPROVAL DATE 4 December 2012 EFFECTIVE FROM 10 June 2013 ACCOUNTABLE DIRECTOR POLICY OWNER POLICY AUTHOR Laurice Ponting, Executive Director of Communities John Pender, Head of Customer Engagement Laura Smith DATE OF NEXT REVIEW 10 June 2016 STAFF CONSULTATION Complaints review consultation undertaken with: Complaints Property Services Housing Management Voids and Allocations Temporary Housing Care and Support Contact Centre Contracts Page 1 of 10
2 RESIDENT CONSULTATION EQUALITY IMPACT ASSESSMENT (EIA) Customer Accounts (including leasehold) Sales Development Genesis Community Complaints review consultation undertaken with: Complainants Regional Committee members COMPLETION DATE December 2012 TYPE OF EIA UNDERTAKEN Initial Page 2 of 10
3 1 INTRODUCTION We welcome feedback on our services, whether positive or negative. Effective handling of complaints increases resident confidence and satisfaction and can provide valuable insights into what we do well and where we need to improve. Good complaint handling comes from good customer relationship management. Genesis believes that in order to resolve the complaints of our customers we must understand their needs through actively listening to the individual. Objectives Genesis Housing Association aims to: encourage feedback, both positive and negative resolve complaints to the resident s satisfaction, quickly and sensitively resolve complaints at the first point of contact, wherever possible use comments, complaints and compliments to help us improve our services and reduce the level of complaints in future. 2 DEFINITIONS Comment A comment is positive or negative feedback about our service, which does not require a response. Complaint A complaint is any expression of dissatisfaction, in any form, with our services, whether justified or not, which requires a response. Compliment A compliment is an unsolicited expression of gratitude or praise for a member of staff or service area. Formal complaint Either a complaint that cannot be resolved quickly at point of contact, or one where the customer has requested a formal, written response. Page 3 of 10
4 Informal complaint A complaint that can be resolved quickly at first point of contact, which means a written response is unnecessary. Service request A request for a service, such as a repair or the logging of an ASB incident, which has not been made to Genesis previously. 3 MAKING A COMMENT Anyone can make a comment to Genesis. All comments will be recorded and be investigated, and we will take action as required. Comments on areas of strength or weakness are used to continuously improve our service. Comments should be sent to contact@genesisha.org.uk 4 GIVING A COMPLIMENT Anyone who has a relationship with Genesis can compliment a member of staff, a team or the organisation as a whole. Compliments are passed on to staff and their line manager, and are used to identify areas of good practice we can learn from. Compliments should be sent to compliments@genesisha.org.uk 5 MAKING A COMPLAINT Anyone who receives a service from us can make a complaint. This includes: residents, or prospective residents, of properties owned or managed by Genesis customers in receipt of services such as floating support, domiciliary care or community development work from Genesis residents neighbouring Genesis properties or development sites. MPs, Councillors and other advocates Residents may also complain through a third party such as an MP or Councillor, the Citizen s Advice bureau or other advocate. Where the third party is not an MP, Councillor or a person with power of attorney, we will require the written permission of the resident to correspond with their advocate. We will correspond with the advocate and copy the resident in on any communications. Enquiries from MPs and Councillors about operational matters should be logged and tracked as general enquiries. How to complain Residents who wish to complain about our service should contact the contact centre, a Genesis reception or, in the case of those in Care and Support, a member of the team at that scheme. Complaints can be made on our website or Page 4 of 10
5 by , letter, phone, fax or in person. The address is Support We accept complaints in any language. If a customer needs help to put their complaint in writing, or needs an interpreter to help them make a verbal complaint, we will make the necessary arrangements for this on request. Properties managed by agents If a complaint relates to an agency providing a service on behalf of Genesis Housing Association, the customer must finish the agency s complaints procedure before making a complaint to us. Time limits Complaints must be made within six months of the matter occurring, unless it has only recently become known or concerns an on-going delay. We may accept older complaints at the discretion of the manager responsible for the service. Complaints received by executive or board members Where a member of the Genesis Executive or the Board receives a complaint, they will pass it on to the Contact Centre to be processed in accordance with our procedure. Responding officers should send a copy of the final response at any stage to the relevant member of the executive or board. Exclusions If the issue is not a complaint within the definition of this policy, we will deal with it through the relevant alternative procedure. This includes: a first request for service, information or an explanation of our policies and procedures neighbour disputes or anti-social behaviour, unless the complaint refers to our failure to deal with the disagreement appropriately issues regarding hate crime or domestic violence a claim being dealt with by our insurers issues where a resident has commenced legal action against us a dispute against the amount of rent or service charge being charged appeals against policy decisions. How we will deal with complaints We will deal with complaints impartially, objectively and professionally. Making a complaint will not result in any adverse consequence such as removing a service. We will take ownership, apologise where we have made a mistake and aim to resolve the complaint to the customer s satisfaction. Page 5 of 10
6 Initial contact Customers may make a complaint to anyone in the organisation. We will try to deal with the issue right away at first point of contact. If the member of staff receiving the complaint cannot resolve it within our standard enquiry timescale of three days, the complaint will be formally logged and referred to the relevant service. Investigation When we log a formal complaint, we will acknowledge it within 24 hours, and refer it to the relevant member of staff. They will contact the customer within two working days to establish what they need for resolution and to agree a timescale. We will check whether they need any kind of support, and we will explain the procedure. It is expected that most complaints can be resolved within 10 working days, but there may be times when it is necessary to agree a longer timescale. All formal complaints must receive a written response within 28 days outlining any future action to be taken if resolution within that timescale is not possible. If the timescale we agree needs to be changed for any reason, we will consult the customer. We will provide a full written response in plain English. It will contain a summary of the complaint, our response including any action we are taking, an apology if appropriate, and details of how to appeal against our decision. Appeal If the customer believes we have not provided them with an adequate response, or they believe that our response is wrong, they can appeal. On receipt of an appeal, we will contact them to establish the reasons. If we cannot easily resolve any outstanding actions, the appeal will be referred to an Investigations Officer. After we establish the reason, the Investigations Officer will either: Refer the complaint back to the service with a request to reconsider all or specific parts of the complaint Investigate the matter and review the original decision Advise that no further action will be taken, if they decide that the complaint has been dealt with fairly, and in accordance with our policies and procedures at the formal stage. If the decision is taken to refer or to investigate, the person responsible for the appeal response will contact the customer to agree timescales. We will provide a full written response in plain English. It will contain a summary of the appeal, our response, an apology if appropriate, and confirmation that they have now completed our complaints process. The timescales for appeals are as follows: Page 6 of 10
7 Type of appeal Referral back to service Independent investigation No further action Timescale 10 working days 28 days 5 working days The Investigations Officer will decide which of these options to pursue. This decision will be based on the suitability of the route according to the information available to them and not on the preference of the customer. It may occasionally be necessary for a member of staff who is not an Investigations Officer to conduct the independent investigation, for example where the appeal is with regard to how an Investigations Officer handled an initial complaint. In these circumstances a deputy director, head of service or member of the executive will carry out the investigation. Compensation Compensation, where appropriate, can be paid at any stage in the complaints process. All compensation payments should be made in line with our Compensation policy and authorised by someone with the relevant budgetary authority. Complaints about a member of staff If a complaint is made about the conduct of a member of staff, the individual(s) will not be asked to investigate. Their line manager will investigate and will keep the individual member of staff informed in line with our policies on staff conduct. Details of individual performance management action plans will not be discussed with residents. Suspected abuse If something leads the person managing the complaint to suspect that abuse is taking place, they should refer to our Safeguarding policies and procedures. Vexatious or abusive complaints Complaints must be made in a reasonable manner. We will not accept the complaint where the behaviour of the customer has become unreasonable for example, if they are being threatening or abusive in any way. Where a resident makes repeated complaints about the same issue, with little or no new information, we will treat the subsequent complaints as follows. If the customer has not exhausted our internal complaints process, we will escalate their complaint to the next stage. Where we consider the original complaint to have exhausted our complaints process, they may apply to the ombudsman. If they continue to send correspondence regarding the complaint once we advise the matter is closed, we will advise once more that we will not enter into the matter further without significant new information. Any further Page 7 of 10
8 correspondence should be logged against the customer, but the responding officer should not send a response. Anonymous complaints If we receive an anonymous complaint, this may highlight a problem with the way residents perceive a service, or it might raise a whistle-blowing issue that needs to be followed up. We will therefore record, investigate and monitor anonymous complaints in the same way that we treat comments. Page 8 of 10
9 Media involvement If the complainant refers to a media story, the responding officer must refer to the Press and PR team for advice in line with our media handling protocol. Alternative dispute resolution Where a complaint has not been resolved at the point of the customer s initial contact with us, we may consider using mediation or adjudication. Whether mediation or adjudication is used will be decided on a case-by-case basis. The customer can refuse mediation and insist that the complaint be dealt with through the formal procedure only. 6 EXTERNAL APPEALS AGAINST COMPLAINT RESPONSES Customers and applicants If a complaint has reached the final stage of our procedure and they still believe our response is incorrect or incomplete, tenants, leaseholders and applicants can request a referral to the Housing Ombudsman by a designated person. This designated person could be any MP in England, a councillor for the local authority for the property, or a tenant panel recognised by Genesis. Alternatively, if the complainant waits 8 weeks, they can contact the ombudsman directly. They can be contacted at: Housing Ombudsman Service, 81, Aldwych London WC2B 4HN Tel: We will follow any recommendations made by the Housing Ombudsman. Any actions recommended by the designated person will be passed to the relevant head of service for consideration. Local authorities/care commission Customers in temporary housing can also complain to their local authority. Customerss in receipt of services such as floating support or domiciliary care can refer their complaint to: the relevant local authority supporting people team for complaints about a support service; or the Care Quality Commission for complaints about registered care services. Charity commission Customers receiving services from our charitable foundation, Genesis Community, can refer their complaint to the Charity Commission. Page 9 of 10
10 7 MONITORING AND LEARNING FROM COMMENTS, COMPLIMENTS AND COMPLAINTS Gathering feedback from our customers on their experience of our services is important. We use this feedback to improve the service we provide. We will keep and analyse all complaints, compliments and comments we receive and will monitor timescales for responding to them. We will use diversity analysis to understand the nature of our complaints. We will provide regular reports on the quantity of comments, compliments and complaints submitted, and on the lessons we have learned from them. We will report this information to senior management teams, the Board and to customers. 8 TRAINING All staff will be appropriately trained to provide high quality, customer-focused services. Staff who handle complaints will be trained to manage them effectively. 9 PUBLICISING OUR POLICY AND PROCEDURES Our Comments, Compliments and Complaints policy and the process for making a complaint will be publicised and easy to access. We will publicise our approach in a variety of formats, including large print, audio, Braille and other languages on request. 10 RELATED DOCUMENTS Internal Compensation policy Anti-social behaviour policy Harassment policy Safeguarding policies Domestic violence policy Code of conduct (HR) Disciplinary procedure (HR) Whistleblowing Policy (HR) Relevant operational policies and procedures, occupancy agreements and handbooks. External Housing Ombudsman: Complaints Procedures Good Practice Page 10 of 10
NHS LA COMPLAINTS POLICY
NHS LA COMPLAINTS POLICY Applies to: NHS LA employees, contractors and Non Executive Directors Date of Board Approval: May 2014 Review Date: May 2017 1 May 2014 1. Introduction The NHSLA is committed to
More informationComplaints Policy. Complaints Policy. Page 1
Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next
More informationClydebank Housing Association Ltd. Factoring Complaints Handling Procedure
Clydebank Housing Association Ltd. Factoring Complaints Handling Procedure Management Committee submission: 27 November 2012 Approved: 27 November 2012 Review date: November 2015 This policy can be made
More informationGlasgow Life. Comments, Compliments and Complaints Policy
Glasgow Life Comments, Compliments and Complaints Policy 1. Introduction Glasgow Life is committed to delivering high quality services that enriches the lives of all of Glasgow's citizens and visitors
More informationNHS England Complaints Policy
NHS England Complaints Policy 1 2 NHS England Complaints Policy NHS England Policy and Corporate Procedures Version number: 1.1 First published: September 2014 Prepared by: Kerry Thompson, Senior Customer
More informationComplaints and Compensation Policy
Complaints and Compensation Policy 1. Principles 2. Aims 3. Methods 4. Statutory and contractual rights to compensation 5. Statutory and regulatory requirements 6. Performance monitoring 7. Review 8. Date
More informationComplaints, Comments & Compliments Policy
Complaints, Comments & Compliments Policy 1. INTRODUCTION We welcome our customers views and will use them to improve our services. The purpose of this policy is to provide a framework for dealing with
More informationEffective complaint handling
This guide sets out key information for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman s role, as an independent,
More informationGuidance on a Model Complaints Handling Procedure
Guidance on a Model Complaints Handling Procedure Scottish Public Services Ombudsman This document is available on request in other languages and formats (such as large print or Braille). SPSO Guidance
More informationRaising Concerns or Complaints about NHS services
Raising Concerns or Complaints about NHS services Raising concerns and complaints A step by step guide Raising concerns and complaints Questions to ask yourself: 1. What am I concerned or dissatisfied
More informationPolicy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints
Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Author: Shona Welton, Head of Patient Affairs Responsible Lead Executive Director: Endorsing Body: Governance
More informationBirkbeck, University of London. Student Complaints Policy and Procedure
Birkbeck, University of London Student Complaints Policy and Procedure Introduction 1. Birkbeck College is committed to giving to you the best student experience possible. However, there may be times when
More informationCustomer Feedback Management Policy
Customer Feedback Management Policy Version 2.0 Table of Contents 1 Document Control... 3 1.1 Document Information... 3 1.2 Document History... 3 1.3 Scheduled amendments... 3 1.4 Document Approvals...
More informationContents. Appendices. 1. Complaints Relating to Commissioned Services Page 15
COMPLAINTS POLICY 1 Contents 1. Introduction Page 3 2. Purpose Page 3 3. Principles Page 4 4. Scope Page 4 5. Exclusions Page 5 6. Responsibilities Page 5 7. Complaints Management Process: Local Resolution
More informationThe State Hospital s Board for Scotland
The State Hospital s Board for Scotland PATIENT & CARER FEEDBACK Procedure for Feedback; Comments, Concerns, Compliments and Complaints (Incorporating the NHS Can I Help you Guidance) Policy Reference
More informationComplaints Policy and Procedure
Complaints Policy and Procedure REFERENCE NUMBER DraftAug2012V1MH APPROVING COMMITTEE(S) AND DATE THIS DOCUMENT REPLACES REVIEW DUE DATE March 2014 RATIFICATION DATE/DRAFT No NHS West Lancashire Clinical
More informationSTATE HOSPITAL QUALITY PROCEDURES MANUAL
APPROVED BY: PAGE: Page 1 of 8 1.0 Purpose To define a complaints procedure which is as transparent, fair and impartial as possible to all users and providers of the services undertaken by the State Hospital.
More informationNHS CHOICES COMPLAINTS POLICY
NHS CHOICES COMPLAINTS POLICY 1 TABLE OF CONTENTS: INTRODUCTION... 5 DEFINITIONS... 5 Complaint... 5 Concerns and enquiries (Incidents)... 5 Unreasonable or Persistent Complainant... 5 APPLICATIONS...
More informationScomis Customer Feedback Policy
Scomis Customer Feedback Policy Scomis recognises that customer feedback is an opportunity for us to learn and improve. We are committed to focusing on the needs of our customers and using customer feedback
More informationPrinciples of Good Complaint Handling
Principles of Good Complaint Handling Principles of Good Complaint Handling Good complaint handling means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately
More informationPolicies, Procedures, Guidelines and Protocols
Policies, Procedures, Guidelines and Protocols Document Details Title Complaints and Compliments Policy Trust Ref No 1353-29025 Local Ref (optional) N/A Main points the document This policy and procedure
More informationAddressing parents concerns and complaints effectively: policy and guides. Office for Government School Education
Addressing parents concerns and complaints effectively: policy and guides Office for Government School Education Published by the Group Coordination Division, Office for Government School Education, Department
More informationIt s about good service. Tips for Toronto Public Service. Complaint Handling Guide
It s about good service Tips for Toronto Public Service Foreword This guide is intended to assist the Toronto Public Service and its Agencies, Boards and Commissions in developing and/or improving their
More informationRaising Concerns or Complaints about NHS services
Raising Concerns or Complaints about NHS services Contents Page 4 Introduction How to use this pack How can NHS Complaints Advocacy Help? Page 5 Raising concerns and complaints First Steps Step 1 - What
More informationThe progress of a dispute
The progress of a dispute You have reached the end of the tenancy but can t agree what should happen to the deposit. What should you do now? This document explains: how you bring your dispute to us; how
More informationComplaints handling procedure
East Ayrshire Council Complaints handling procedure September 2012 2 East Ayrshire Council Complaints handling procedure: September 2012 East Ayrshire Council - Complaints handling procedure Foreword Our
More informationRatification by: Haringey CCG Governing Body (is on agenda for March 2013 meeting)
NHS Haringey Clinical Commissioning Group Complaints Policy V1 Approved by: Haringey CCG Quality Committee (29/01/13) Ratification by: Haringey CCG Governing Body (is on agenda for March 2013 meeting)
More informationCOMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION
COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION This procedure sets out the Practice s approach to the handling of complaints and is intended as an internal guide who should be made readily
More informationComplaints Handling Procedure
Data Label: PUBLIC West Lothian Council Complaints Handling Procedure February 2013 Foreword West Lothian Council is committed to providing services to people living and working in our communities that
More informationClient Complaints Management Policy Summary
Client Complaints Management Policy Summary Purpose The purpose of this Policy is to: Provide an avenue for client communication and feedback; Recognise, promote and protect the client s rights, including
More informationNorth Ayrshire Council. Management of Unacceptable Contact Policy
North Ayrshire Council Management of Unacceptable Contact Policy 1. INTRODUCTION 1.1 This Policy sets out North Ayrshire Council s approach to managing the relatively few customers whose actions or behaviours
More informationLondon Borough of Enfield Fostering Service
London Borough of Enfield Fostering Service Comments, Compliments & Complaints Procedure May 2008 Contents Introduction 3 Foster carers complaints about the fostering service 3 Complaints about the service
More informationA step-by-step guide to making a complaint about health and social care
A step-by-step guide to making a complaint about health and social care www.healthwatchhampshire.co.uk Step by step Page 3 Are you concerned about something that is happening now? Do you need to make a
More informationCOMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints
COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY Document information Document type: Document reference: Document title: Policy Compliments, Concerns and Complaints Policy Document operational date: 1 st February
More informationPlanning Services. Customer focus strategy 2011. westlothian.gov.uk
Planning Services Customer focus strategy 2011 westlothian.gov.uk 1 Contents Introduction 3 Customer care 4 Planning Services Customer Care Standards 6 Equal opportunities 8 Customer confidentiality 8
More informationNHS Waltham Forest Clinical Commissioning Group Complaints Policy
NHS Waltham Forest Clinical Commissioning Group Complaints Policy Author: David Pearce, Head of Governanace Version V 3.0 Amendments to previous version - Policy updated to reflect latest reporting processes.
More informationClient complaint management policy
Client complaint management policy 1. Policy purpose This policy implements section 219A of the Public Service Act 2008 in the Department of Justice and Attorney-General (DJAG). Under this section, Queensland
More informationPolicies and Procedures. Policy on the Handling of Complaints
RMP. South Tyneside NHS Foundation Trust Policies and Procedures Policy on the Handling of Complaints Approved by Trust Board December 2006 (revised version approved by RMEC May 2010) Policy Type Policy
More informationGuide to to good handling of complaints for CCGs. CCGs. May 2013. April 2013 1
Guide to to good handling of complaints for CCGs CCGs May 2013 April 2013 1 NHS England INFORMATION READER BOX Directorate Commissioning Development Publications Gateway Reference: 00087 Document Purpose
More informationCustomer Services (Enquiries/Concerns/Complaints) Framework 2012/13
Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13 Version: One Responsible Committee: The Audit & Governance Group Date approved: Name of author: JANET SMART Name of responsible director/
More informationPrinciples of Good Administration
Principles of Good Administration Principles of Good Administration Good administration by public bodies means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly
More informationYour Guide to the HSE s Comments and Complaints Policy
your service your say your service your service your say your say HSE Complaints Policy and Procedures Manual Your Guide to the HSE s Comments and Complaints Policy Your Guide to the HSE s Comments and
More informationNHS Barnet Clinical Commissioning Group. Complaints Policy V0.7. Ratification by: Barnet CCG Governing Body March 2013. Review date: August 2013
NHS Barnet Clinical Commissioning Group Complaints Policy V0.7 Ratification by: Barnet CCG Governing Body March 2013 Review date: August 2013 Version control Version Date Information 0.1 23.01.2013 0.4
More informationChesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY
Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY 1. INTRODUCTION 1.1 The aim of the Advice Centre is to support the Trust s Service Experience Strategy by providing
More informationCustomer Service Policy. A Modern & Efficient Council: Improving Customer Service
Customer Service Policy A Modern & Efficient Council: Improving Customer Service Preface This policy consists of three parts: Part 1 Commitment to Customers The first part of this policy is designed for
More informationManagement agement of Complai. nts, Concerns, Comments
Policy: C1 Management agement of Complai nts, Concerns, Comments & Com pliments Po licy Version: C1 / 09 Ratified by: TMT Date ratified: 12 th December 2012 Title of Author: Title of responsible Director
More informationComplaints Policy (Listening, Responding and Learning from Views and Concerns)
(Listening, Responding and Learning from Views and Concerns) Version 1.0 Ratified By Date Ratified 14 th November 2012 Author(s) Responsible Committee / Officers Date Issue 1 st April 2013 Review Date
More informationNHS SOUTH DEVON AND TORBAY CLINICAL COMMISSIONING GROUP COMPLAINTS POLICY
NHS SOUTH DEVON AND TORBAY CLINICAL COMMISSIONING GROUP COMPLAINTS POLICY Version: 1.4 dated 26 March 2014 DATE VERSION CONTROL 01/08/2013 1.0 First draft Phil Stimpson Based upon initial policy produced
More informationCOMPLAINTS POLICY AND PROCEDURE TWC7
COMPLAINTS POLICY AND PROCEDURE TWC7 Version: 3.0 Ratified by: Complaints Group Date ratified: July 2011 Name of originator/author: Name of responsible committee/ individual: Date issued: July 2011 Review
More informationComplaints. How to raise your concerns
Complaints How to raise your concerns Raising your Concerns RNOH NHS Trust staff will do whatever they can to make sure you get quick, proper and fair treatment. However, sometimes things can go wrong
More informationDISPUTE RESOLUTION GRIEVANCE PROCEDURE FOR TEACHING & SUPPORT STAFF IN SCHOOLS
DISPUTE RESOLUTION GRIEVANCE PROCEDURE FOR TEACHING & SUPPORT STAFF IN SCHOOLS PLEASE NOTE: This document replaces the previous Grievance and Dignity at Work Policies and Procedures. 1. INTRODUCTION It
More informationCOMPLAINTS AND CONCERNS POLICY
COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION This policy sets out the process for handling complaints, generated by patients, carers and the general public, by the Clinical Commissioning Group
More informationBerkshire West Clinical Commissioning Groups
Berkshire West Clinical Commissioning Groups Corporate Policy 1 (CP1) CCG Policy for the Handling of Complaints Version: 1 Ratified by: Date ratified: April 2013 Name of originator/author: Name of responsible
More informationHow do I complain about the service I get from the Child Support Agency? Information and guidance
How do I complain about the service I get from the Child Support Agency? Information and guidance What is this leaflet about? This leaflet explains how you can make a complaint about the service you have
More informationFor UCLan Cyprus. October 2015/16
For UCLan Cyprus October 2015/16 1 Making a complaint Introduction The University of Central Lancashire is committed to providing high quality education and other services to its students at the UCLan
More informationPOLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLIMENTS, PALS ENQUIRIES AND COMPLAINTS INCLUDING UNREASONABLE OR PERSISTENT COMPLAINANTS
POLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLIMENTS, PALS ENQUIRIES AND COMPLAINTS INCLUDING UNREASONABLE OR PERSISTENT COMPLAINANTS APPROVED BY: South Gloucestershire Clinical Commissioning Group Quality
More informationContents. Section/Paragraph Description Page Number
- NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICA CLINICAL NON CLINICAL - CLINICAL CLINICAL Complaints Policy Incorporating Compliments, Comments,
More informationDevon County Council. Children & Young Peoples Services Directorate. Complaints & Representations Policy
Devon County Council Children & Young Peoples Services Directorate Complaints & Representations Policy Created April 2008-amended Sept 2009 1 Index 1. Introduction 2. Legislative Background and National
More informationPOLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS
Item 9 POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Authorship: Chief Operating Officer Approved date: 20 September 2012 Approved Governing Body Review Date: April 2013 Equality Impact
More informationCOMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints Policy
Document information COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY Document type: Document reference Document title: Policy TBC Compliments, Concerns and Complaints Policy Document operational date: 25 th
More informationCOMPLAINTS MANAGEMENT POLICY AND PROCEDURES
COMPLAINTS MANAGEMENT POLICY AND PROCEDURES CONTENTS 1 POLICY... 3 2 BACKGROUND... 3 2.1 RATIONALE... 3 2.2 RELATED POLICIES AND PROCEDURES... 4 2.3 KEY DEFINITIONS... 5 2.4 PRINCIPLES UNDERLYING THE POLICY...
More informationCompliments, comments concerns and complaints
Compliments, comments concerns and complaints Introduction At Gateshead Health NHS Foundation Trust we work hard to deliver a first-class comprehensive health care service. We value the opinions of patients
More informationUniversity of the Arts London. Complaints Procedures. Introduction
University of the Arts London Complaints Procedures Introduction 1. The University has clear procedures for dealing with student complaints which form part of its quality assurance system and reflect current
More informationService standard: Feedback, Complaints and Compensation
Service standard: Feedback, Complaints and Compensation Feedback, Complaints and Compensation Standards how to tell us what you think about our services and how we ll respond if things go wrong is committed
More informationDealing with customer complaints and compliments procedure
Dealing with customer complaints and compliments procedure Classification: Policy Name: First Issued / Approved: 05/08/08 Last Reviewed: Management Policies & Procedures Dealing with customer complaints
More informationFull house: Councils role in allocating social housing
Full house: Councils role in allocating social housing Focus report: learning lessons from complaints January 2016 www.lgo.org.uk Contents Introduction 1 Housing allocations background 2 The role of the
More informationQuality Assessment Framework Core Service Objectives
Quality Assessment Framework Core Service Objectives NIHE Supporting People Contents C1.1 Assessment and Support Planning...3 C1.2 Security, Health and Safety..11 C1.3 Safeguarding and Protection from
More informationClaims and Compensation Policy
Claims and Compensation Policy If you need this publication in larger print, audio form, Braille, or in another language, please contact our office and we will try to help you. 1. Statement of Intent KINGDOM
More informationThe Trust. Tenancy Management Policy. Neighbourhood Team. Draft: Final. Effective Date: February 2015. Affected Teams: All
The Trust Tenancy Management Policy Neighbourhood Team Draft: Final Effective Date: February 2015 Affected Teams: All Peaks & Plains Tenancy Management Policy February 2015 Page 1 of 12 TABLE OF CONTENTS
More informationInformation guide. How to make a complaint
Information guide How to make a complaint How you can comment, compliment or complain about your treatment or service We are committed to providing you with the best service possible. We are always looking
More informationCOMPLAINTS AND CONCERNS POLICY
COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION 1.1 This policy sets out the process that the Clinical Commissioning Groups (CCG) will use for handling complaints, generated by patients, carers
More informationCustomer Service Policy
Customer Service Policy Page 1 of 14 Contents Paragraph Description Page Number 1.0 Intoduction 4 2.0 Policy Aims & Objectives 4 3.0 Policy Scope 4 4.0 Linkage to Corporate Plan 5 5.0 Roles and Responsibilities
More informationComplaints. It is also important to learn from complaints in order to prevent or minimise the risk of similar problems happening again.
6 Complaints Even the most careful and competent dental professional is likely to receive a complaint about the quality of the service, care or treatment they have provided, at some point in their career.
More informationCOMPLIMENTS, COMMENTS, CONCERNS AND COMPLAINTS POLICY AND PROCEDURES
COMPLIMENTS, COMMENTS, CONCERNS AND COMPLAINTS POLICY AND PROCEDURES Lead Responsible: Responsible Person: Review Date: Document type: Date Issued: Ratified by: Reference: Version Helen Hirst - Director
More informationTenure and Tenancy management. Issue 06 Board approved: February 2015. Responsibility: Operations/C&SH Review Date: February 2017
Operational Manual Tenure and Tenancy management Corporate Policy Issue 06 Board approved: February 2015 Responsibility: Operations/C&SH Review Date: February 2017 1. INTRODUCTION Hightown provides a range
More informationThe Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman The Parliamentary and Health Service Ombudsman, (PHSO) for NHS Complaints or the Local Government Ombudsman (LGO) for Public Health complaints, are the second
More informationPolicy Document Control Page
Policy Document Control Page Title Title: Complaints and Compliments Policy Version: 10 Reference Number: CO3 Supersedes Supersedes: Version 9 Description of Amendment(s): Amendment of review date to reflect
More informationCOMPLAINTS PROCEDURE. Version: 1.4. Date Approved November 2014. Interim Complaints Manager. Date issued: November 2014
COMPLAINTS PROCEDURE Version: 1.4 Committee Approved by: Integrated Governance Committee Date Approved November 2014 Author: Responsible Directorate: Interim Complaints Manager Finance and Governance Date
More informationThe SPSO and compensation claims
Scottish Public Services Ombudsman advice leaflet: compensation The SPSO and compensation claims We provide a free, independent and impartial service for dealing with complaints about public services in
More informationNHS Complaints Advocacy
NHS Complaints Advocacy Raising Concerns or Complaints About the NHS Advocacy in Surrey is provided by Surrey Disabled People s Partnership (SDPP) In partnership with SDPP is a registered Charity: 1156963
More informationGuide to making a complaint about an NHS service
Guide to making a complaint about an NHS service February 2014 Healthwatch Coventry www.healthwatchcoventry.org.uk Contents 1. About this guide page 3 2. The NHS complaints procedure page 3 3. About the
More informationComplaints Policy and Procedure. Contents. Title: Number: Version: 1.0
Title: Complaints Policy and Procedure Number: Version: 1.0 Contents 1 Purpose and scope... 2 2 Responsibilities... 2 3 Policy Statement: Aims and Objectives... 4 4 Definition of a complaint... 4 5 Procedure...
More informationGOOD LANDLORD CODE OF PRACTICE FOR PRIVATE RENTED SECTOR MANAGEMENT
GOOD LANDLORD CODE OF PRACTICE FOR PRIVATE RENTED SECTOR MANAGEMENT GUIDANCE DOCUMENT Each section contains general information on why the standard was set (Yellow text boxes). In many cases, the standards
More informationCustomer Service Strategy 2010-2013
Service Strategy 2010-2013 Introduction Our vision for customer service is: Oxfordshire County Council aims to deliver excellent customer service by putting our customers at the heart of everything we
More informationConcerns and Complaints Policy and Procedure
Concerns and Complaints Policy and Procedure This policy and procedures may evoke safeguarding adults concerns and as such please refer to the Safeguarding Adults Policy or contact the Trust Safeguarding
More informationValidation Date: 29/11/2013. Ratified Date: 14/01/2014. Review dates may alter if any significant changes are made
Document Type: PROCEDURE Title: Complaints Management Scope: Trust Wide Author/Originator and title: Eleanor Carter, Patient Experience Facilitator Paul Jebb, Assistant Director of Nursing (Patient Experience)
More informationHere to help sort out problems with your legal service provider
How do we sort out problems? Our job is to look at complaints about service providers in a fair way and without taking sides. If we think the service complained about was of a reasonable standard, we will
More informationNHS Lancashire North CCG. Competition Dispute Resolution Policy and Process
NHS Lancashire North CCG Competition Dispute Resolution Policy and Process V1.4 Version No Amended by Date reviewed Date approved Next Date for Review 1.1 March 2009 March 2010 1.2 B Thomas 29.07.13 August
More informationHow to compliment, comment or complain about our services
How to compliment, comment or complain about our services We welcome your compliments, comments and complaints NHS St Helens Clinical Commissioning Group (CCG) welcomes any comments you may have on the
More informationCOMPLAINT HANDLING POLICY
COMPLAINT HANDLING POLICY September 2012 Page 1 of 11 VERSION HISTORY RECORD OF CHANGES 15/05/02 Document Created 23/07/03 Updated on establishment of business 12/12/05 Review of Policy 04/06/09 Review
More informationGUIDANCE FOR RESPONDING TO COMPLAINTS. Director of Nursing and Quality. Patient Experience and Customer Services Manager
REFERENCE NUMBER: IN-007 GUIDANCE FOR RESPONDING TO COMPLAINTS AREA: NAME OF RESPONSIBLE COMMITTEE / INDIVIDUAL NAME OF ORIGINATOR / AUTHOR Trust Wide Director of Nursing and Quality Patient Experience
More informationDeveloping a Complaints Policy and Procedure
Developing a Complaints Policy and Procedure (Resource contributed by Simon Croft) Why Have a Complaints Policy and Procedure? The Charity Commission report Cause for Complaint states: an effective complaints
More informationLondon Borough of Brent Joint Regulatory Services ENFORCEMENT POLICY
London Borough of Brent Joint Regulatory Services ENFORCEMENT POLICY Date of implementation: 01/11/05 Issue No:01 Issued by: Stephen Moore Executive approval: 12/09/2005 INTRODUCTION 1. This document sets
More informationNHS Constitution. Access to health services:
NHS Constitution Patients and the public your rights and NHS pledges to you Everyone who uses the NHS should understand what legal rights they have. For this reason, important legal rights are summarised
More informationRESOLVING DISPUTES AT WORK: New procedures for discipline and grievances A GUIDE FOR EMPLOYEES
RESOLVING DISPUTES AT WORK: New procedures for discipline and grievances A GUIDE FOR EMPLOYEES This guide tells you about new rights and procedures you must follow if you have a grievance in work are facing
More informationComplaints Framework 2014/15
Complaints Framework 2014/15 NHS Greater Huddersfield CCG Complaints Framework 2014-15 v1.0 July 2014 1 Version: 1.0 Responsible Committee: Quality And Safety Committee Date approved: 23 July 2014 Name
More informationCOMPLAINTS POLICY. Complaints Policy 16 June 2014 v2.1. Complaints Policy, Version 2.2 Page 1 of 18
COMPLAINTS POLICY Lead Manager: Head of Board Administration Responsible Director: Board Nurse Director Approved by: Board Nurse Director Date approved: July 2015 Date for Review: 31 st March 2016 Coming
More informationCOMPLAINTS MANAGEMENT PROCESS
COMPLAINTS MANAGEMENT PROCESS December, 2012 1. INTRODUCTION COMPLAINTS MANAGEMENT PROCESS The Complaint Management Process has been developed to provide a single system through which complaints about
More informationCustomer Compensation Policy
Date approved: 5 May 2014 Approved by: Chief Executive 1. Introduction 1.1 Southway Housing Trust (Southway) will provide high quality services to our customers and aim to get things right first time.
More informationComplaints Policy. Version: 1.1. NHS Bury Clinical Commissioning Group Governing Body. Ratified by: Date ratified: 27 th March 2013
Version: 1.1 Ratified by: NHS Bury Clinical Commissioning Group Governing Body Date ratified: 27 th March 2013 Name of originator /author (s): Responsible Committee / individual: Gareth Webb Quality and
More information