Guide to Complaint Handling in Health Care Services

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Guide to Complaint Handling in Health Care Services"

Transcription

1 Guide to Complaint Handling in Health Care Services Health Services Review Council

2 Health Services Review Council 2005 Health Services Review Council Steering Committee: Michael Gorton (President 2004) David Brous Marcia Coleman Robyne Schwarz (President 2005) Project officers: Dianne Spartels (November 2002 December 2003) Lynn Buchanan (June November 2004) Acknowledgements The HSRC wishes to thank the following people from both the public and private sectors, without whose help this project would not have been done: the organisations and individuals who participated in the registered interest group, focus groups and key stakeholder group, those individuals who read drafts and gave their comments and suggestions, the Health Services Commissioner, Beth Wilson, and her staff, the hospitals who participated in piloting the guide and the training program Hepburn Health Services, East Grampians Health Service Ararat, and Western Health Service Footscray, Cath Harmer, Department of Human Services. Designed by: Leon Kustra, The X Factor Design & Editing Pty Ltd Illustrations: Matt Golding Printed by: William Troedel & Co Pty Ltd

3 Guide to Complaint Handling in Health Care Services Health Services Review Council

4 Foreword The Health Services Review Council ( HSRC ) is established under the Health Services (Conciliation and Review) Act The HSRC is an advisory body, assisting the Minister and the Health Services Commissioner with the health complaints system. The HSRC recognises that consumer complaints are an inevitable part of any health system. We believe that dealing promptly and effectively with complaints has considerable benefits for health organisations, including better quality health care, reduced likelihood of litigation, and substantial savings in the direct and indirect costs arising from adverse incidents, complaints and claims. This Guide is designed to assist health service providers to develop and implement effective complaint handling practices. An important aspect of this is supporting staff to deal with and learn from complaints. For this reason the HSRC has also developed and piloted a training kit to enhance the information contained in this Guide. We are grateful to the Victorian Department of Human Services, who funded the project. We also wish to thank the many health professionals who gave their time and expertise to participate in focus groups, to provide information, to comment on drafts, to attend meetings and to participate in pilot training programs. We congratulate health service providers on their good work and their willingness to make changes in order to improve the quality of the health care they provide. We commend this Guide to you as a useful tool in this endeavour. Health Services Review Council 2005

5 Contents ABOUT THE GUIDE 2 Why complaints are important 2 Successful complaint handling 2 How this Guide can help 2 How the Guide works 3 Other resources 4 1. GUIDING PRINCIPLES FOR AN EFFECTIVE COMPLAINT HANDLING SYSTEM 5 National trends 5 Key objectives 5 An integrated system 5 Guiding principles 6 Putting the principles into practice ORGANISATIONAL FOUNDATIONS 13 Policies 13 Promotion 13 Staff training and support 14 Complaints manager 15 Recording systems 15 Tracking 15 Data collection 15 Reporting COMPLAINT HANDLING SKILLS 25 Why people complain 25 Communication techniques 25 Skilful complaint handling 26 Dealing with difficult situations 27 Consumer-focused communication 28 Conducting meetings 29 Debriefing and improving skills SETTING UP YOUR SYSTEM/TOOLS 31 Audit tool 31 Sample complaint management procedure 38 Complaints register 39 Complaint/feedback form 40 Sample acknowledgement letter to consumer 44 Dealing with complaints checklist for staff USING THE SERIOUSNESS ASSESSMENT MATRIX (SAM) 47 Benefits of SAM 47 How the organisation uses SAM 47 Doing a SAM assessment 48 Sample scenarios COMPLAINT HANDLING PROCESS 17 What complaints are 17 Types of complaint 17 Point of service complaints/enquiries 18 Complaints needing investigation 19 Step 1: Assessment 19 Step 2: Information gathering 19 Step 3: Resolution/outcome 20 Step 4: Implementation 21 External complaints role of the Health Services Commissioner 22 Guide to Complaint Handling in Health Care Services 1

6 About the Guide A bungled investigation can quickly turn a reasonable complainant into a hurt, damaged and angry former consumer plaintiff. Why complaints are important Complaints are a vital form of consumer feedback that provides unique and valuable information to an organisation concerned with quality improvement and risk management. The challenge for health service providers is how to capture and use this information productively to improve the quality, safety and accessibility of the health care system for consumers. Complaints and other comments from consumers are a valuable learning tool. Successful complaint handling There are many benefits to be gained from an improved complaint handling system. Fundamentally, handling complaints well is consistent with the core values of a health provider in a complex, often fraught environment, it is in the interests of patients health and wellbeing. Dealing with complaints quickly and effectively also reduces stress on staff. It is clear from research, both in Australia and overseas, that better communication with consumers by health professionals and organisations significantly reduces the likelihood of litigation. A successful system results in: prompt and speedy resolution of complaints, reduced costs (direct and indirect) involved with complaint handling, better risk management, potentially limiting the number of complaints that may become formal legal claims, promotion of better health care outcomes, better quality assurance, by providing feedback on service delivery, more satisfied consumers. How this Guide can help Complaint handling systems vary from organisation to organisation because health service providers have different needs, depending on size and whether they are in a regional or metropolitan area. Although this Guide was designed for public hospitals, it is equally useful for other health providers. The principles and procedures described here can be used by all health providers, large or small they apply both to health services provided within an institution and to those provided in the community. The Guide builds on existing systems and processes. It assumes that organisations already have a clear set of quality goals, procedures and policies to achieve identified standards. The Guide can be used to evaluate an existing complaint handling system to see where improvements can be made and also can be used as an aid to setting up a new system. The emphasis is on practical tools to make complaint handling easier and more integrated across the whole organisation, and to ensure that organisations use information collected from consumers effectively. These tools are designed to be used by all staff within the organisation, not just a designated complaints officer. In this system staff are empowered to deal with complaints at the point where they arise. Staff training is a fundamental aspect of a successful system and the related training kit is designed to help all staff manage complaints better. 2 Guide to Complaint Handling in Health Care Services

7 How the Guide works The Guide is divided into discrete sections. It can be read as a whole, or individual sections can be used separately. The components are as follows: 1. Guiding principles This section explains the principles underlying the approach to complaint handling. It explains how the complaint handling system can be integrated into the work of the whole organisation. It also shows how the principles translate into practice and shows the desired practice indicators relevant to each principle. 2. Organisational foundations This section describes the crucial system requirements that are needed promotional strategy, recording systems, staff training and feedback systems (to ensure that complaints can be used to generate change where needed). 3. Complaint handling process This section sets out the steps involved in handling an individual complaint and provides a flow chart for easy reference. 4. Complaint handling skills This section is designed to be used as an aid to staff training and awareness. It includes tips on minimising conflict and how to deal with difficult situations, as well as some communication skills and strategies. 5. Setting up your system This section contains practical tools, including an audit tool to evaluate an existing system and a description of how to set up a system. It includes sample forms and a letter. There is also an example of a one-page checklist that can be used to promote complaint handling to staff. 6. Using the SAM Matrix This section explains the Seriousness Assessment Matrix (SAM), which has been developed as a complaint assessment tool. It is a way of determining the level of seriousness of a complaint and therefore who should be informed and be responsible. It includes a description of the matrix, a diagram of the matrix and sample scenarios showing how the matrix is applied. Guide to Complaint Handling in Health Care Services 3

8 Other resources The approach adopted in this Guide is in line with trends in other Australian states and nationally. There are other useful resources available to assist health organisations with complaint handling. It is recommended that they be referred to as well. Complaints Management Handbook for Health Care Services, NSW Health Care Complaints Commission (commissioned by the Australian Council for Safety and Quality in Health Care), part of the project Turning Wrongs into Rights: Learning from consumer reported incidents. Open Disclosure Standard: A national standard for open communication in public and private hospitals, following an adverse event in health care, Australian Council for Safety and Quality in Health Care, July Sentinel Event Program Annual Report , Department of Human Services, Victoria, contains useful case studies and examples of risk reduction strategies developed in response to a sentinel event. Health Complaints Toolkit: Guidelines for health services in the management of complaints, Health Services Liaison Association, Victoria, Every Complaint is an Opportunity: Guidelines for hospitals in the management of complaints, Health Services Liaison Association, Victoria, Making Feedback Work for You, Queensland Health, includes Complaint Co-ordinators Handbook, CD Rom Training Package and Guidance Document to the Queensland Health Complaints Management Policy. Listening and Learning: ACT Health consumer feedback standards, ACT Health, Better Practice Guidelines for Frontline Complaints Handling, NSW Health, Taylor, D, Wolfe, R and Cameron, P, Analysis of complaints lodged by patients attending Victorian hospitals, , emja ( Kingston, M, Evans, S, Smith, B and Berry, J, Attitudes of doctors and nurses towards incident reporting: A qualitative analysis, emja ( 4 Guide to Complaint Handling in Health Care Services

9 1. Guiding principles for an effective complaint handling system PRINCIPLES 1 National trends Key objectives An integrated system Guiding principles Putting the principles into practice

10 Guiding principles for an effective complaint handling system National trends Over the past ten years or so there has been an increasing recognition within Australia and internationally of the importance of open communication to improve patient safety and the quality of health care. There is an increasing emphasis on creating an environment where mistakes or adverse outcomes are used to improve systems and processes, rather than focussing on individual behaviour and looking for someone to blame. National standards have been developed, and many states are developing their own frameworks for reporting on complaints and adverse events. Key objectives All health service providers should have a comprehensive complaint management process that includes the following objectives: to provide an efficient, fair and accessible mechanism for handling consumer complaints, to recognise, promote and protect consumer rights, to collect data and monitor complaints for the purpose of improving the quality of health service delivery. An integrated system The complaints system should be integrated into the work of the whole organisation. This means that: complaints are used to identify gaps in the quality of the service, investigation of complaints is collaborative, and information is shared among management teams (including clinicians and quality improvement teams), administrators and consumers. A complaint handling system is similar to an incident reporting system. Both provide critical information that can be used to promote positive change in the organisation. In a fully integrated system, complaints can highlight adverse events that may otherwise have been overlooked. Furthermore, complaints data can be aggregated with incidents data to provide more complete information. Creating a system where feedback is encouraged allows for consumers to make positive comments as well as complaints. This goes hand in hand with an organisational culture where staff are encouraged and supported to report near misses and adverse events without fear of reprisal or blame. Guiding principles for an effective complaint handling system 5

11 Guiding principles The complaints management system outlined in this Guide is underpinned by seven guiding principles. The way in which complaints are handled may vary from organisation to organisation, but the underlying principles remain the same. These principles can be incorporated as a core component of service delivery and understood by staff at all levels. At the end of this section there is a table showing how each principle works in practice. This is supplemented by an audit tool in the section on Setting up your system, which allows each organisation to assess their own performance. Seven guiding principles 1. Quality improvement Complaints management is an integral part of the quality improvement approach that has been adopted by the health service. 2. Open disclosure The health service has a policy of open disclosure in relation to adverse events and complaints. 3. Commitment The health service and its senior management are fully committed to an integrated complaints management system and will provide the necessary support for it to operate effectively. 4. Accessibility The health service encourages consumers and staff to give feedback about the service and makes it easy for them to do so. 5. Responsiveness The health service has a consumer-focused approach, being receptive to complaints and treating complaints seriously. 6. Transparency and accountability The complaints process is clearly articulated, open and accountable to both staff and consumers. 7. Privacy and confidentiality The health service respects the privacy and confidentiality of consumers and the information received during the complaints process, while at the same time making its decisions open and accountable. 1. Quality improvement Complaints management is an integral part of the quality improvement approach that has been adopted by the health service. Quality improvement in health care is a systematic process by which the quality of patient care is continually evaluated and improved. An effective complaints management system makes a vital contribution to this process. The link between complaints and quality improvement is a form of risk management quality and risk are intrinsically related. Lessons learnt from complaints are used to identify any changes needed and to avoid the same problems occurring again. A quality improvement approach focuses on system improvements rather than individual blame. In practice, there may be implications for a particular staff member or group of staff a complaint or incident may highlight the need for staff to receive extra support, more supervision or further training in an aspect of their work. For example, an increase in infection outbreaks on a particular ward may be addressed by a variety of measures, including clearer protocols for staff in relation to hand 6 Guiding principles for an effective complaint handling system

12 washing and training for staff in infection control. Collection of good data is essential for quality improvement to work. Complaints, feedback from consumers, staff observations and adverse events all provide useful information. All staff should be supported to participate in this including medical (both employees and visiting doctors), nursing, allied health, cleaning, catering and administrative staff. Quality improvement is a continuous and dynamic process. All health service providers need quality assurance committees who meet on a regular basis to monitor patient care and implement improvements. 2. Open disclosure The health service has a policy of open disclosure in relation to adverse events and complaints. The Open Disclosure Standard published by the Australian Council for Safety and Quality in Health Care in July 2003 says that: The elements of open disclosure are an expression of regret, a factual explanation of what happened, the potential consequences and the steps being taken to manage the event and prevent recurrence. The principles of open disclosure are equally relevant to complaints as well as to adverse events. The Standard emphasises the importance of communication with patients in a way that is respectful of their individual needs (see Appendix C of the Standard). This is discussed further in the section on Complaint handling skills. The Victorian Department of Human Services has supported the implementation of the Open Disclosure Standard through selected pilot sites and eventually through all health services. When using the Open Disclosure Standard, it is important to be aware of the following issues: It is critical to ensure that appropriate staff are involved in communication with the patient. Those involved in providing information to patients should have adequate training and be fully informed about the issues involved in open disclosure. Open disclosure, of necessity, involves medico-legal issues. It is about providing appropriate information to consumers, without necessarily an admission of liability. In Victoria, under the Wrongs Act 1958, an apology or an expression of sorrow or regret is not to be taken as an admission of liability unless the expression of regret provides a clear acknowledgement of fault. Similarly, following an adverse outcome, a reduction or waiver of fees does not constitute an admission of liability at law. However, if in the course of open disclosure, facts or objective information are provided, that information could later be used in litigation. It is only the expression of regret or sorrow or the waiver or reduction of fees that are protected by the Victorian legislation. If there are likely to be medico-legal implications arising from the adverse event, the health service provider needs to obtain appropriate advice before acting. Summary of open disclosure principles 1. Openness and timeliness of communication information should be provided in an open and honest manner. 2. Acknowledgement adverse events should be acknowledged to the patient and their support person as soon as practicable. 3. Expression of regret the patient and their support person should receive an expression of regret for any harm from an adverse event as early as possible. 4. Recognition of the reasonable expectations of the patient and their support person they can expect to be fully informed, to be treated with empathy and respect, and to be given support. 5. Staff support staff should be encouraged to recognise and report adverse events and supported through the open disclosure process. 6. Integrated risk management and systems improvement investigations should focus on the management of risk and on improving systems of care. 7. Good governance adverse events should be analysed and there should be a system of accountability so that changes to prevent recurrence are implemented and their effectiveness reviewed. 8. Confidentiality the privacy and confidentiality of patients, carers and staff should be protected, in accordance with state and federal law. For the full principles, refer to the Standard (see Other resources, p. 4). Guiding principles for an effective complaint handling system 7

13 3. Commitment The health service and its senior management are fully committed to an integrated complaints management system and will provide the necessary support for it to operate effectively. One of the most significant factors in the success of a complaints management system is leadership and commitment from senior staff. The governing body of the organisation must provide policy leadership and organisational structures to support that policy. Management plays a critical role in the creation of an environment that views complaints positively and encourages learning. The senior levels of the organisation need to be open to the outcomes of investigation of complaints, and be prepared to respond constructively. All health organisations should have a clear complaints process, which is co-ordinated by a senior staff member to ensure that complaints are dealt with effectively and promptly. Management commitment to structural support in the form of systems, tools and resources is also essential. Commitment is also required from all stakeholders across the organisation, including doctors, nurses, allied health and administration staff. All staff need to be willing to participate actively in resolution of complaints as part of their everyday work and to implement change as a result if necessary. Staff should be given the necessary training and support to do so. 4. Accessibility The health service encourages consumers and staff to give feedback about the service and makes it easy for them to do so. The complaints management system should be accessible and promoted throughout the organisation to both consumers and staff. It should be clear to patients, their families and staff how to make a complaint or offer feedback. The promotional material should make it clear that comments are welcome. Complaints processes should be user-friendly, making it easy for consumers to make a verbal or written complaint. Consumers can talk to any staff member about their concerns. If the staff member cannot help, they can call in a more senior person to assist, or direct the consumer to the appropriate person such as the unit manager or complaints manager. Accessibility of a complaints system involves practical considerations. For example, staff need to be aware of the existence of the complaints manager and know how the complaints process works in the organisation. Consider also the need for the complaints process to function 24 hours a day, seven days a week. It is important that the complaints process is accessible for people who speak languages other than English and for people with physical or intellectual impairments (see the section on Complaint handling skills for further discussion of communication issues). Promotional material can be made available in other languages. 5. Responsiveness The health service has a consumer-focused approach, being receptive to complaints and treating complaints seriously. Health organisations should be receptive to complaints rather than viewing them as a nuisance or a waste of time. Complaints should be seen as an important source of constructive feedback and treated as a matter of priority. Health care is a partnership. Consumers must not be victimised or discriminated against if they complain, nor should they be treated as a nuisance. This may take the form of negative attitudes comments from staff such as If you come into our hospital you have to be prepared to follow our rules should be discouraged. Patients and their families and friends have a right to complain about the provision or standard of any service at any time, using their preferred communication method. This is set out in the Victorian Public 8 Guiding principles for an effective complaint handling system

14 Hospitals Patient Charter. All complaints should be treated seriously, even if at first some seem unreasonable or trivial. The organisation should help consumers to detail their complaints fully and to participate effectively in the handling of their complaint. This requires flexibility with regard to communication methods. It is unreasonable to expect all complaints to be in writing if necessary, a written record can be made by a staff member. The aim of the system should be to make it easy for consumers to give their feedback or ask questions. 6. Transparency and accountability The complaints process is clearly articulated, open and accountable to both staff and consumers. The complaint system should be consistently applied, open and fair. The organisation should clearly articulate the steps involved in the process and the options available for resolution. The consumer should also be informed about their right to complain to the Health Services Commissioner if they are not satisfied with the organisation s process. The person complaining should be kept informed about the status of the complaint throughout the process. If possible, they can be involved in discussion about outcomes. They should also be given information at the end about what steps the organisation has taken as a result of their complaint. Health providers also have a responsibility to the wider community to be transparent about the safety of their health care. Information about complaint trends and steps the organisation has taken to address problems should be publicly available, e.g. through the organisation s Quality of Care Report or annual report. 7. Privacy and confidentiality The health service respects the privacy and confidentiality of consumers and the information received during the complaints process, while at the same time making its decisions open and accountable. All complaints will be treated confidentially, with information used only for the primary purpose for which it was obtained. Information about complaints should be stored separately from the medical record and should not form part of the medical record. The privacy of those involved should be protected, as much as possible, during the complaints process. Investigations should be conducted discretely and staff should be alerted to the importance of not gossiping about what has happened. This applies, not only to the privacy and confidentiality of consumers, but equally importantly to the privacy and confidentiality of staff. All health organisations need to be mindful of their responsibilities under state and federal privacy, health records and freedom of information laws. Nevertheless, it is important that relevant facts are communicated to the people involved and that there is open communication about the investigation process and outcomes. Guiding principles for an effective complaint handling system 9

15 Putting the principles into practice Using the guiding principles, the table below demonstrates the components of an integrated system. An audit tool has been included in the Section on Setting up your system to enable health service providers to assess whether their current practice accords with the desired practice indicators outlined in the table below. Key principle Quality improvement Desired practice Quality and risk management teams are in place to analyse data and inform organisational changes. Information about complaints and other feedback from consumers is regularly reported to senior management and quality and risk management teams. Lessons learnt from complaints are used for system improvements. Complaint trends are reviewed regularly by quality and risk management teams. Findings from complaints are regularly communicated to staff. Open disclosure The organisation has adopted the national standard on open disclosure. Staff involved in giving information to patients are fully informed about the issues relevant to open disclosure. Staff are encouraged and supported to report adverse events. Information from open discussion of adverse events is shared throughout the organisation and used to inform clinical practice and organisational processes. Commitment Accessibility Adequate resources are provided to support an effective complaints management system. There are clear policies in place for adverse events, incident reporting and complaint handling. All health providers have a complaints process overseen by a designated complaints manager who has the support of senior management. Staff across all levels of the organisation are trained in complaint handling and able to deal with first point of contact. Staff responsible for investigating and resolving complaints are trained in complaint handling and have a systems focus. Staff are encouraged to make suggestions and identify problems even if a complaint is not made there is a system in place for staff to report concerns. The organisation has an easy-to-use recording system to track complaints. Complaints data is collated to identify patterns and trends and to report to senior management and quality and risk management committees. Information is widely available to consumers on how to make a complaint, including: a general information package, brochures, posters and signage that explain how consumers can lodge complaints or provide general feedback and where they may do so. These should be available throughout the organisation. There are multiple access and referral points within the organisation and these are actively promoted to consumers. The access and referral points and related information are user-friendly for the most disadvantaged members of the community. Information and signage are available in relevant community languages. The complaint process is easy for all consumers to use. Complaints can be made 24 hours a day, seven days a week. 10 Guiding principles for an effective complaint handling system

Australian Safety and Quality Framework for Health Care

Australian Safety and Quality Framework for Health Care Activities for MANAGERS Australian Safety and Quality Framework for Health Care Putting the Framework into action: Getting started Contents Principle: Consumer centred Area for action: 1.1 Develop methods

More information

Local complaints management for Victoria s public mental health services. October 2009 discussion paper

Local complaints management for Victoria s public mental health services. October 2009 discussion paper Local complaints management for Victoria s public mental health services October 2009 discussion paper Local complaints management for Victoria s public mental health services October 2009 Discussion

More information

Consultation Paper: Standards for Effectively Managing Mental Health Complaints

Consultation Paper: Standards for Effectively Managing Mental Health Complaints What is the purpose of this paper? The purpose of this paper is to encourage discussion and feedback from people who access, or work in, Western Australia s mental health sector. The paper proposes a draft

More information

Note that the following document is copyright, details of which are provided on the next page.

Note that the following document is copyright, details of which are provided on the next page. Please note that the following document was created by the former Australian Council for Safety and Quality in Health Care. The former Council ceased its activities on 31 December 2005 and the Australian

More information

NHS CHOICES COMPLAINTS POLICY

NHS 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 information

Policies and Procedures. Policy on the Handling of Complaints

Policies 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 information

It s about good service. Tips for Toronto Public Service. Complaint Handling Guide

It 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 information

Addressing 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 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 information

Policies, Procedures, Guidelines and Protocols

Policies, 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 information

Australian Safety and Quality Framework for Health Care

Australian Safety and Quality Framework for Health Care Activities for HEALTH SERVICE EXECUTIVES and BOARDS Australian Safety and Quality Framework for Health Care Putting the Framework into action: Getting started Contents Principle: Consumer centred Area

More information

Policy 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 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 information

Principles of Good Complaint Handling

Principles 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 information

Australian Safety and Quality Framework for Health Care

Australian Safety and Quality Framework for Health Care Activities for the HEALTHCARE TEAM Australian Safety and Quality Framework for Health Care Putting the Framework into action: Getting started Contents Principle: Consumer centred Areas for action: 1.2

More information

Guide 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 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 information

Complaints Policy. Complaints Policy. Page 1

Complaints 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 information

Effective complaint handling

Effective 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 information

COMPLAINTS MANAGEMENT POLICY AND PROCEDURES

COMPLAINTS 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 information

Complaints Management Policy

Complaints Management Policy Complaints Management Policy Effective date This policy will take effect from 15 March 2012. This document has an information security classification of PUBLIC. The State of Queensland (Department of Transport

More information

Employer s Guide to. Best Practice Return to Work for a Stress Injury

Employer s Guide to. Best Practice Return to Work for a Stress Injury Employer s Guide to Best Practice Return to Work for a Stress Injury Employers Guide to Best Practice Return to Work for a Stress Injury 1. Early Intervention 2. Claim Lodged 3. Claim Acceptance 4. Return

More information

Complaints Policy and Procedure. Contents. Title: Number: Version: 1.0

Complaints 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 information

Complaint Management and Dispute Resolution Policy- Red Energy

Complaint Management and Dispute Resolution Policy- Red Energy Complaint Management and Dispute Resolution Policy- Red Energy 1. Overview Red Energy is committed to providing a clear, effective and open Complaint Management Process for its customers and staff. Ideally,

More information

Results and processes guide. Australian Government Australian Aged Care Quality Agency. www.aacqa.gov.au

Results and processes guide. Australian Government Australian Aged Care Quality Agency. www.aacqa.gov.au Results and processes guide Australian Government Australian Aged Care Quality Agency www.aacqa.gov.au Results and processes guide June 2014 HDB-ACC-0002 v14.0 ISSN 1448-4986 (Print) 1448-6172 (Electronic)

More information

Complaints. It is also important to learn from complaints in order to prevent or minimise the risk of similar problems happening again.

Complaints. 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 information

Data Quality Rating BAF Ref Impact on BAF Risk Rating

Data Quality Rating BAF Ref Impact on BAF Risk Rating Board of Directors (Public) Item 6.4 Subject: Annual Review of Complaints Process Date of meeting: 28 th April, 2015 Prepared by: Lisa Gurrell Patient and family support Manager Presented by: Sue Pemberton

More information

COMPLAINT MANAGEMENT FRAMEWORK

COMPLAINT MANAGEMENT FRAMEWORK COMPLAINT MANAGEMENT FRAMEWORK June 2015 this page is intentionally blank. Complaint Management Framework June 2015 NSW Ombudsman Level 24, 580 George Street Sydney NSW 2000 General enquiries: (02) 9286

More information

Client complaint management policy

Client 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 information

Guidance for Employers and Code of Practice

Guidance for Employers and Code of Practice WHISTLEBLOWING Guidance for Employers and Code of Practice MARCH 2015 Contents What is whistleblowing?... 3 What are an employer s responsibilities in regards to whistleblowing?... 3 Recognising workers

More information

EFFECTIVE COMPLAINTS MANAGEMENT GUIDE TO DEVELOPING EFFECTIVE COMPLAINTS MANAGEMENT POLICIES AND PROCEDURES

EFFECTIVE COMPLAINTS MANAGEMENT GUIDE TO DEVELOPING EFFECTIVE COMPLAINTS MANAGEMENT POLICIES AND PROCEDURES EFFECTIVE COMPLAINTS MANAGEMENT GUIDE TO DEVELOPING EFFECTIVE COMPLAINTS MANAGEMENT POLICIES AND PROCEDURES DEVELOPING EFFECTIVE COMPLAINTS MANAGEMENT POLICIES AND PROCEDURES Introduction 1 Policies and

More information

NHS Constitution. Access to health services:

NHS 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 information

NHS England Complaints Policy

NHS 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 information

Human Services Quality Framework. User Guide

Human Services Quality Framework. User Guide Human Services Quality Framework User Guide Purpose The purpose of the user guide is to assist in interpreting and applying the Human Services Quality Standards and associated indicators across all service

More information

Appendix 1 sets out three scenario s of complaints handling illustrating good and poor practice.

Appendix 1 sets out three scenario s of complaints handling illustrating good and poor practice. Review of the NHS Complaints System SEAP s Submission 17 th June, 2013 Introduction Our position as the sole provider of NHS Complaints Advocacy across the South of England since 2006 has provided us with

More information

Responding to Complaints in Your Practice

Responding to Complaints in Your Practice Responding to Complaints in Your Practice Contents Frontline and formal complaints 3 Why do patients complain? 3 How doctors respond to complaints 4 Your responsibilities 4 Avoiding complaints 5 Avoiding

More information

NHS Constitution The NHS belongs to the people. This Constitution principles values rights pledges responsibilities

NHS Constitution The NHS belongs to the people. This Constitution principles values rights pledges responsibilities for England 21 January 2009 2 NHS Constitution The NHS belongs to the people. It is there to improve our health and well-being, supporting us to keep mentally and physically well, to get better when we

More information

Victorian Training Guarantee Contract Compliance Complaints Management Guide

Victorian Training Guarantee Contract Compliance Complaints Management Guide Victorian Training Guarantee Contract Compliance Complaints Management Guide Published by the Department of Education and Early Childhood Development Melbourne March 2014 State of Victoria (Department

More information

The Code. Professional standards of practice and behaviour for nurses and midwives

The Code. Professional standards of practice and behaviour for nurses and midwives The Code Professional standards of practice and behaviour for nurses and midwives Introduction The Code contains the professional standards that registered nurses and midwives must uphold. UK nurses and

More information

SUMMARY PAPER A COMPARISON OF PATIENT CHARTERS IN AUSTRALIA

SUMMARY PAPER A COMPARISON OF PATIENT CHARTERS IN AUSTRALIA SUMMARY PAPER A COMPARISON OF PATIENT CHARTERS IN AUSTRALIA This Summary Paper has been prepared by the Commission office. The range of patient rights and responsibilities that it contains were sourced

More information

Equal Opportunity, Discrimination and Harassment

Equal Opportunity, Discrimination and Harassment Equal Opportunity, Discrimination and Harassment Last updated: 22 November 2011 EQUAL OPPORTUNITY, DISCRIMINATION AND HARASSMENT TABLE OF CONTENTS CONTENTS PAGE OVERVIEW... 2 EQUAL OPPORTUNITY LEGISLATION...

More information

Contents. Section/Paragraph Description Page Number

Contents. 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 information

Standard 1. Governance for Safety and Quality in Health Service Organisations. Safety and Quality Improvement Guide

Standard 1. Governance for Safety and Quality in Health Service Organisations. Safety and Quality Improvement Guide Standard 1 Governance for Safety and Quality in Health Service Organisations Safety and Quality Improvement Guide 1 1 1October 1 2012 ISBN: Print: 978-1-921983-27-6 Electronic: 978-1-921983-28-3 Suggested

More information

NHS Complaints Handling: Briefing Note. The standard NHS complaints procedure can be used for most complaints about NHS services.

NHS Complaints Handling: Briefing Note. The standard NHS complaints procedure can be used for most complaints about NHS services. APPENDIX 1 NHS Complaints Handling: Briefing Note NHS Complaints Procedure The standard NHS complaints procedure can be used for most complaints about NHS services. The legislation governing the NHS complaints

More information

WELFARE OF ANAESTHETISTS SPECIAL INTEREST GROUP COMMUNICATION AND CONSENT: YOUR BEST DEFENCE

WELFARE OF ANAESTHETISTS SPECIAL INTEREST GROUP COMMUNICATION AND CONSENT: YOUR BEST DEFENCE WELFARE OF ANAESTHETISTS SPECIAL INTEREST GROUP Resource Document 23 (2011) COMMUNICATION AND CONSENT: YOUR BEST DEFENCE INTRODUCTION Recent studies, both in Australia and overseas, have confirmed that

More information

CLAIMS MANAGEMENT POLICY

CLAIMS MANAGEMENT POLICY GWASANAETHAU AMBIWLANS CYMRU YMDDIRIEDOLAETH GIG WELSH AMBULANCE SERVICES NHS TRUST CLAIMS MANAGEMENT POLICY Clinical Negligence, Personal Injury, Losses and Compensation Claims Approved by Date Review

More information

A TOOLKIT FOR DEVELOPING A DISPUTE MANAGEMENT PLAN. National Alternative Dispute Resolution Advisory Council

A TOOLKIT FOR DEVELOPING A DISPUTE MANAGEMENT PLAN. National Alternative Dispute Resolution Advisory Council A TOOLKIT FOR DEVELOPING A DISPUTE MANAGEMENT PLAN National Alternative Dispute Resolution Advisory Council CONTENTS Introduction... 3 Information Sheet 1: What is a dispute?... 4 Information Sheet 2:

More information

Concern / Complaints Flowchart

Concern / Complaints Flowchart Concern / Complaints Flowchart INFORMAL CONCERN (usually verbal) A concern can be made to any member of staff or the Patient Advice and Liaison Service Staff/PALS will try to resolve the issue within 1

More information

A framework of operating principles for managing invited reviews within healthcare

A framework of operating principles for managing invited reviews within healthcare A framework of operating principles for managing invited reviews within healthcare January 2016 Background 03 Introduction 04 01 Purpose 05 02 Responsibility 06 03 Scope 07 04 Indemnity 08 05 Advisory

More information

Policy and Procedure Relating to The Handling of Formal Complaints (including unreasonably persistent complainants)

Policy and Procedure Relating to The Handling of Formal Complaints (including unreasonably persistent complainants) Policy and Procedure Relating to The Handling of Formal Complaints (including unreasonably persistent complainants) DOCUMENT CONTROL Version: 14.1 Ratified by: Risk Management Sub Group Date ratified:

More information

Customer Feedback Management Policy

Customer 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 information

HOUSE OF COMMONS HEALTH COMMITTEE INQUIRY INTO COMPLAINTS AND LITIGATION

HOUSE OF COMMONS HEALTH COMMITTEE INQUIRY INTO COMPLAINTS AND LITIGATION HOUSE OF COMMONS HEALTH COMMITTEE INQUIRY INTO COMPLAINTS AND LITIGATION SUBMISSION FROM NATIONAL VOICES Summary and Recommendations 1. Effective complaints handling is a vital impetus to improving quality

More information

COMPLAINTS POLICY AND PROCEDURE TWC7

COMPLAINTS 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 information

Queensland Government Human Services Quality Framework. Quality Pathway Kit for Service Providers

Queensland Government Human Services Quality Framework. Quality Pathway Kit for Service Providers Queensland Government Human Services Quality Framework Quality Pathway Kit for Service Providers July 2015 Introduction The Human Services Quality Framework (HSQF) The Human Services Quality Framework

More information

NHS Greater Glasgow & Clyde. Renfrewshire Community Health Partnership

NHS Greater Glasgow & Clyde. Renfrewshire Community Health Partnership NHS Greater Glasgow & Clyde Renfrewshire Community Health Partnership NHS Complaints System Operational Procedure The content of forms in the Appendices has changed. The attached copies must be used from

More information

HOSPITAL POLICY AND INFORMATION MANUAL

HOSPITAL POLICY AND INFORMATION MANUAL PAGE 1 of 6 Key Words: Complaints, verbal, written Policy Applies to: All Mercy Hospital Staff. Compliance with this policy for credentialed Medical Specialists and Allied Health Personnel will be facilitated

More information

CHARTER OF PATIENT RIGHTS

CHARTER OF PATIENT RIGHTS CHARTER OF PATIENT RIGHTS Welcome to QUEENSLAND COUNTRY DENTAL Queensland Country Dental will always endeavour to advise patients about their rights and the way our practice operates. Part of the process

More information

Complaint management policy About this policy

Complaint management policy About this policy Complaint management policy About this policy This policy sets out our approach to managing complaints about our services, decisions, actions and officers. Contents A Overview... 3 Introduction... 3 Commitment...

More information

RUNNING AN EFFECTIVE INTERNAL COMPLAINTS PROCESS

RUNNING AN EFFECTIVE INTERNAL COMPLAINTS PROCESS RUNNING AN EFFECTIVE INTERNAL COMPLAINTS PROCESS INTRODUCTION Rule 3.4(d) of the Lawyers and Conveyancers Act (Lawyers Rules of Conduct and Client Care) Regulations 2008 requires lawyers to provide clients

More information

National Standards for the Protection and Welfare of Children

National Standards for the Protection and Welfare of Children National Standards for the Protection and Welfare of Children For Health Service Executive Children and Family Services July 2012 About the Health Information and Quality Authority The (HIQA) is the independent

More information

QAHC Feedback and Conflict Management Policy and Procedures

QAHC Feedback and Conflict Management Policy and Procedures QAHC Feedback and Conflict Management Policy and Procedures Prepared By Erica Waters Consulting June 2000 Revised & Endorsed October 2000 Revised by QAHC September 2007 Policy Statement The Queensland

More information

The Australian Charter of Healthcare Rights in Victoria

The Australian Charter of Healthcare Rights in Victoria The Australian Charter of Healthcare Rights in Victoria The Australian Charter of Healthcare Rights in Victoria The Australian Charter of Healthcare Rights The Australian Charter of Healthcare Rights describes

More information

Client Complaints Management Policy Summary

Client 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 information

Contents. Appendices. 1. Complaints Relating to Commissioned Services Page 15

Contents. 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 information

Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13

Customer 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 information

Sector Development Ageing, Disability and Home Care Department of Family and Community Services (02) 8270 2218

Sector Development Ageing, Disability and Home Care Department of Family and Community Services (02) 8270 2218 Copyright in the material is owned by the State of New South Wales. Apart from any use as permitted under the Copyright Act 1968 and/or as explicitly permitted below, all other rights are reserved. You

More information

Standard 5. Patient Identification and Procedure Matching. Safety and Quality Improvement Guide

Standard 5. Patient Identification and Procedure Matching. Safety and Quality Improvement Guide Standard 5 Patient Identification and Procedure Matching Safety and Quality Improvement Guide 5 5 5October 5 2012 ISBN: Print: 978-1-921983-35-1 Electronic: 978-1-921983-36-8 Suggested citation: Australian

More information

Complaints Policy and Procedure

Complaints 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 information

Devising a Government Complaint System

Devising a Government Complaint System Devising a Government Complaint System Guide to Good Practice Table of Contents Introduction Acknowledgements Why Have a Complaint System? Why People Complain Aims of an Effective Complaint System Principles

More information

POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS

POLICY 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 information

Providing remedies. Fact Sheet 3. Remedies for the individual. November 2008. Expectations and obligations. Individual issues and systemic problems

Providing remedies. Fact Sheet 3. Remedies for the individual. November 2008. Expectations and obligations. Individual issues and systemic problems Fact Sheet 3 November 2008 The Australian community has the right to expect a high standard of administration by Australian Government agencies. People expect agencies to act legally, fairly, in a timely

More information

Health Care Insurance Ltd Complaints Handling Policy

Health Care Insurance Ltd Complaints Handling Policy Health Care Insurance Ltd Complaints Handling Policy Purpose The purpose of this document is to outline the procedure that Health Care Insurance Ltd (HCI) will adopt in the process of resolving complaints

More information

General Guidance on the National Standards for Safer Better Healthcare

General Guidance on the National Standards for Safer Better Healthcare General Guidance on the National Standards for Safer Better Healthcare September 2012 About the Health Information and Quality Authority The (HIQA) is the independent Authority established to drive continuous

More information

Office of the Commissioner for Public Employment COUNSELLING. for better work performance

Office of the Commissioner for Public Employment COUNSELLING. for better work performance Office of the Commissioner for Public Employment COUNSELLING for better work performance Northern Territory Government Contents Introduction Performance Management Page 1 Feedback Page 4 Moving from feedback

More information

Quality Standard Customer Service Complaints Handling

Quality Standard Customer Service Complaints Handling Quality Standard Customer Service Complaints Handling Version 1 Date:- 2 nd December 2010 Page 1 Contents INTRODUCTION 4 OVERVIEW OF THE COMPLAINTS STANDARD 5 FRAMEWORK 6 MANDATORY SECTIONS 7 SECTION 1

More information

NGN Behavioural Competencies

NGN Behavioural Competencies NGN Behavioural Competencies July 2012 Change and Improvement Embraces, drives and advocates change and improvement, demonstrating a commitment to keep people engaged. Sets a culture that values diversity

More information

The State Hospital s Board for Scotland

The 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 information

GUIDANCE FOR RESPONDING TO COMPLAINTS. Director of Nursing and Quality. Patient Experience and Customer Services Manager

GUIDANCE 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 information

The National Health Service. Constitution. A draft for consultation, July 2008

The National Health Service. Constitution. A draft for consultation, July 2008 The National Health Service Constitution A draft for consultation, July 2008 NHS Constitution The NHS belongs to the people. It is there to improve our health, supporting us to keep mentally and physically

More information

Learning when things go wrong. Marg Way Director, Clinical Governance Alfred Health, Melbourne

Learning when things go wrong. Marg Way Director, Clinical Governance Alfred Health, Melbourne Learning when things go wrong Marg Way Director, Clinical Governance Alfred Health, Melbourne Safety and Quality Management in hospitals Things have changed a lot over the last 10 years.. HOSPITAL catastrophes

More information

FACS Community Complaints Guidelines for Ageing and Disability Direct Services

FACS Community Complaints Guidelines for Ageing and Disability Direct Services FACS Community Complaints Guidelines for Ageing and Disability Direct Services Summary: This is designed to guide FACS staff when handling community complaints and is an extension of the FACS Community

More information

AQTF Audit Handbook. This publication remains current and applicable to the VET sector.

AQTF Audit Handbook. This publication remains current and applicable to the VET sector. AQTF Audit Handbook The following publication was endorsed by the former Standing Council for Tertiary Education Skills and Employment (SCOTESE). On 13 December 2013, COAG agreed that its council system

More information

Mastering Adverse Outcomes

Mastering Adverse Outcomes Mastering Adverse Outcomes Part of the Cognitive Institute Risk Management Series To define adverse outcomes and explore current healthcare professionals attitudes To appreciate patient motivations to

More information

National Standards for Safer Better Healthcare

National Standards for Safer Better Healthcare National Standards for Safer Better Healthcare June 2012 About the Health Information and Quality Authority The (HIQA) is the independent Authority established to drive continuous improvement in Ireland

More information

Glasgow Life. Comments, Compliments and Complaints Policy

Glasgow 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 information

Policy Document Control Page

Policy 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 information

Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway

Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway A positive experience? Not immediately if you re the one being complained about! Has to be regarded

More information

MAKING EXPERIENCES COUNT POLICY

MAKING EXPERIENCES COUNT POLICY MAKING EXPERIENCES COUNT POLICY COMPLAINTS AND PALS Version: 3.0.0 Approved by: Participation & Patient Experience Committee Date Approved: 20 June 2013 Ratified by: Policy Review Group Date ratified:

More information

NHS Dorset Clinical Commissioning Group. Customer care and complaints policy

NHS Dorset Clinical Commissioning Group. Customer care and complaints policy NHS Dorset Clinical Commissioning Group Customer care and complaints policy Supporting people in Dorset to lead healthier lives PREFACE This policy sets out the mandatory framework for managing all comments,

More information

Clinical Incident Management Policy

Clinical Incident Management Policy Clinical Management Policy Policy Name: Clinical Management Document Number: 1 Page 1 of 13 Policy Portfolio Owner: Manager, Quality and Clinical Governance/General Managers Policy Contact Person: Manager,

More information

Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY

Chesterfield 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 information

INQUIRY INTO COLLAPSES IN THE FINANCIAL SERVICES INDUSTRY SUBMISSION BY FINANCIAL OMBUDSMAN SERVICE ( FOS )

INQUIRY INTO COLLAPSES IN THE FINANCIAL SERVICES INDUSTRY SUBMISSION BY FINANCIAL OMBUDSMAN SERVICE ( FOS ) INQUIRY INTO COLLAPSES IN THE FINANCIAL SERVICES INDUSTRY SUBMISSION BY FINANCIAL OMBUDSMAN SERVICE ( FOS ) Introduction This is the submission by FOS to the Inquiry by the Parliamentary Joint Committee

More information

Guide to the National Safety and Quality Health Service Standards for health service organisation boards

Guide to the National Safety and Quality Health Service Standards for health service organisation boards Guide to the National Safety and Quality Health Service Standards for health service organisation boards April 2015 ISBN Print: 978-1-925224-10-8 Electronic: 978-1-925224-11-5 Suggested citation: Australian

More information

Validation Date: 29/11/2013. Ratified Date: 14/01/2014. Review dates may alter if any significant changes are made

Validation 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 information

MAKING A COMPLAINT INFORMATION FOR HEALTH CONSUMERS. A joint project between the Health Consumers' Council WA Inc. & WA Country Health Service

MAKING A COMPLAINT INFORMATION FOR HEALTH CONSUMERS. A joint project between the Health Consumers' Council WA Inc. & WA Country Health Service MAKING A COMPLAINT INFORMATION FOR HEALTH CONSUMERS A joint project between the Health Consumers' Council WA Inc. & WA Country Health Service MAKING A COMPLAINT Information for Health Consumers Appendix

More information

Claim Management Policy

Claim Management Policy Claim Management Policy REFERENCE NUMBER Claim management policy VERSION V1.0 APPROVING COMMITTEE & DATE Clinical Executive Committee REVIEW DUE DATE May 2018 1 West Lancashire CCG is committed to ensuring

More information

Dealing with customer complaints and compliments procedure

Dealing 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 information

PRIVATE HEALTH INSURANCE INTERMEDIARIES CODE OF CONDUCT JUNE 2015 VERSION 2

PRIVATE HEALTH INSURANCE INTERMEDIARIES CODE OF CONDUCT JUNE 2015 VERSION 2 PRIVATE HEALTH INSURANCE INTERMEDIARIES CODE OF CONDUCT JUNE 2015 VERSION 2 CONTENTS PART A - Page 4 GENERAL 1. INTRODUCTION 2. OUR COMMITMENT UNDER THE CODE 3. PRIVATE HEALTH INSURANCE ENVIRONMENT PART

More information

November 2014 March 2015

November 2014 March 2015 November 2014 March 2015 April 2015 1 Executive Summary & Acknowledgements Background Aims Objectives National context Local context - Trafford School Nurse Service Methodology Project Outline Firs Primary

More information

1. TERMS OF REFERENCE 1 2. INTRODUCTION 2 3. ACTION ITEMS 7 4. SUPPORTING COMMENTS ON THE ACTION ITEMS 11 5. LAWYERS AND LEGAL ADVICE 19

1. TERMS OF REFERENCE 1 2. INTRODUCTION 2 3. ACTION ITEMS 7 4. SUPPORTING COMMENTS ON THE ACTION ITEMS 11 5. LAWYERS AND LEGAL ADVICE 19 Table of contents Page 1. TERMS OF REFERENCE 1 2. INTRODUCTION 2 3. ACTION ITEMS 7 4. SUPPORTING COMMENTS ON THE ACTION ITEMS 11 5. LAWYERS AND LEGAL ADVICE 19 6. MODIFICATION TO THE COMCARE WEBSITE 24

More information

Being Open Policy P033. Version Date Revision Description Editor Status

Being Open Policy P033. Version Date Revision Description Editor Status Document Information Board Library Reference Document Author Assured By Review Cycle P033 Head of Risk & Compliance Quality & Healthcare Governance 3 Years Note: This document is electronically controlled.

More information

Content Sheet 13-1: Overview of Customer Service

Content Sheet 13-1: Overview of Customer Service Content Sheet 13-1: Overview of Customer Service Role in quality management system This module will describe basic elements that are essential for developing an effective customer service program. Customer

More information

PRINCIPLES: The following principles underpin the feedback management system and will be reflected in feedback management procedures at all levels:

PRINCIPLES: The following principles underpin the feedback management system and will be reflected in feedback management procedures at all levels: Approved by: of Directors Effective Date: May 7, 2013 No. B-22 Issued by: Administration Review Date: May 7, 2013 Department(s) All Version: 2 Archived: Y POLICY: The of Directors recognizes that patient

More information