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.