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Complaints procedure
SERVICE USER FEEDBACK:
There is a formal process for seeking the views and opinions of
clients / Service Users regarding their perceived quality of the
care services provided by the Organisation:
- This process focuses upon the use of Questionnaires
which are given to clients and / or their family members. Questionnaires
are designed to seek opinions on the Organisation, and the critical
aspects of its Care Services as perceived by the Service User.
- The results of all Questionnaire surveys are
reviewed on a formal basis with a view to Continuous Quality Improvement
in the services offered by the Organisation.
COMPLAINTS, CONCERNS, COMMENTS & COMPLIMENTS:
With respect to Service User feedback concerning
the quality of Care Services provided this information is formally
reviewed for content and possible action. These reviews classify
Service User feedback as follows, and is considered as positive
through to negative feedback:
- Types of feedback:
- Compliments - positive input regarding
aspects of the Care Service
- Comments - still positive, but possible scope for improvement
- Concerns - negative feedback where action
may be required to address a problem
- Complaints - serious concerns on the part
of the Service User, requiring formal action as described below:
- There is a formal process for the management
and handling of complaints from Service Users. The Policy provides
for appropriate investigation and a timely response to the complainant,
and if required the means for the Service User to take the complaint
to the appropriate regulatory authorities. This is explained in
the Service User Guide and the Service User is also made aware
of the right to complain prior to finalising the Care Service
Contract.
- It is the policy of the Organisation to strive
to ensure that compliments outweigh complaints.
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