COMPLAINTS PROCEDURE
- Each unit must display the Complaints Procedure and have a Complaints Book which will be held by the Administrators.
- New residents and their relatives must be issued with the Complaints Procedure on admission.
- Complaints should be seen as a positive contribution, to enable the company to meet customers’ needs.
- When a written or verbal complaint is received concerning a specific function, service, or member of staff, the receiving member of staff must take immediate action to ensure that the complaint is dealt with efficiently, effectively and in a fully informed manner.
- Staff should listen to the complainant then ask them if they would assist in completing a Complaint Record Sheet. A copy of the Company Complaints Procedure should be given to the Complainant.
- The person receiving the complaint should supply a file note in addition to the Complaint Record Sheet. A file or briefing note is particularly important where the complaint has been made verbally and should include:
- The date, time and place where the complaint was received.
- The name of the staff member who received the complaint.
- A description of the nature of the complaint.
- Brief details of the dialogue which took place between the complainant and the staff member.
- The immediate action which was taken.
- The complainant’s response to that action, i.e. are they satisfied with the action being taken.
- Further action, commitment/contact which has been made with the complaint in order to resolve their problem.
- Copies of all information received will be placed in the appropriate file.
- After completing a Complaints Record Sheet, the Head of Department or On Call Manager should be immediately informed.
- The Head of Department or nominated deputy will open a complaints file and send the standard written acknowledgement within one working day to the complainant.
- The Head of Department or nominated deputy will liaise and/or interview the appropriate staff and collect all information possible.
- The Head of Department or nominated deputy will contact and/or meet with the complainant to discuss their concerns more fully. Personal contact from the Head of Department/nominated deputy can often have a positive effect on the investigating process.
- A full reply containing the results of the investigation will be sent to the complainant within 21 days.
- In complicated investigations or where key staff are on authorised leave, the final response may be slightly delayed, and the complainant will be advised of this.
- If the complainant re-contacts the Head of Department after the final response has been sent refuting the final response, the complainant will be advised to contact a Director of the Company.