|
Management of Complaint Files |
|
Written by Complaints Manager
|
The Trust is committed to timely, honest and comprehensive investigation and resolution of complaints. The process for handling complaints is detailed in the Trust’s Complaints Procedure. This policy should be used in conjunction with the Complaints Procedure, to ensure a comprehensive and well-maintained record of each complaint that has been received, investigated and responded to by the Trust.
Ensuring good complaints file management ensures that:
- the Trust remains transparent in its dealings with people who complain about its services
- the Trust can meet its obligations under access to records legislation
- the Trust can demonstrate an ‘audit trail’ and provide a clear documented account of what investigation/actions have been carried out for each individual complaint
- there is an appropriate level of protection of information contained within complaints files
- the trust ensures that patients, carers and relatives’ concerns and complaints are treated confidentially, and are not treated differently as a result of raising a complaint.
|
|
Last Updated ( Monday, 20 December 2010 13:55 )
|
