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Written by Complaints Manager
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The procedure is designed to meet a number of guiding principles, which constitute Trust policy in relation to complaints.
- The timely investigation of, and response to, a complaint is accorded highest priority by all concerned.
- There are adequate communication processes in place to ensure complainants can easily access the complaints process
- Complaints are fully investigated.
- Complainants are given the opportunity to agree how their concerns will be handled and will receive an individualised, full and honest response which provides an explanation of what happened, why it happened, and, if appropriate, any action(s) taken to avoid recurrence.
- Any errors or shortcomings are openly acknowledged, and an apology or expression of regret provided. (This will not constitute an admission of liability).
- Lessons are learned, and action taken to effect changes or improvements in procedure or practice.
- Staff are treated fairly, are given feedback, and are offered any necessary support.
The procedure is not intended to be cumbersome or bureaucratic nor intended to discourage staff from responding directly to complainants in certain circumstances.
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Last Updated ( Monday, 20 December 2010 14:00 )
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