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Complaint Policy

Policy Statement

Every Service User has the right to expect a positive experience and a good care outcome. In the event of concern or complaint, Service Users have a right to be listened to and to be treated with dignity and respect. Service providers should manage complaints professionally so the Individuals’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring Service Users receive the service they are entitled to expect.

Complaints serve as a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to learn, improve service and preserve the reputation of the organization.

Aims & Objectives

• We are committed to an effective and fair complaints system and feedback
• We support a culture of openness and willingness to learn from incidents, including complaints.
• We aim to provide a service that meets the needs of our Service Users and we strive for a high standard of care;
• We welcome suggestions from service users and from our clinicians and staff about the safety and quality of service, treatment and care we provide;

Promoting Feedback

Information is provided about the complaints policy and external complaints bodies that Service Users can go to with a complaint, such as in a variety of ways, including;

• On our website;
• Publicity about the service;
• Discretely located suggestion boxes
• Through our patient feedback brochure;

 Complaints Policy

• All complainants are treated with respect, sensitivity and confidentiality.
• Service Users are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
• The organization can also use the feedback form to record any concerns and complaints about the quality of service or care to customers.
• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
• Service Users and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
• Service Users are encouraged to discuss any concerns about their care and service with the carers, coordinator or manager, or they can complete our customer feedback form.
• Service Users and staff will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.
• Our organization is expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.
• Any concerns raised remotely, via telephone, email or text must be acknowledged promptly but a face-to-face appointment booked in order to discuss in detail, with accompanying assessment and review for documentation.

The process of resolving the problem will include:

• An expression of regret to the patient for any harm or distress suffered;
• An explanation or information about what is known, without speculating or blaming others;
• Considering the problem and the outcome the Service Users is seeking and proposing a solution; and confirming that the Service Users is satisfied with the proposed solution.

Timeframes

• Formal complaints are acknowledged in writing or in person within 48 hours.
• Formal complaints are investigated and resolved within 10 working days
• If the complaint is not resolved within 10 days, the complainant, manager and staff who are directly involved in the complaint will be provided with an update.
• The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
• If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within 72 hours of those issues being identified.

Records and Privacy

• The complaints manager maintains a complaints and patient feedback register, with records of informal feedback and formal complaints.
• All interactions with the complainant, including face to face, telephone, email or text are documented in the patient record.
• Personal information on individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
• Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
• Individual complaints files are kept in a secure filing cabinet in the [complaints manager]’s office and in a restricted access section of the computer system’s file server.

 Open Disclosure and Fairness

•  Complainants are initially provided with an explanation of what happened, based on the known facts.
• At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

Investigation and Resolution

The manager or director carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies.

Information is gathered from:

•  Talking to staff directly involved
• Ask staff involved to provide a factual report of the incident
• Listening to the complainant’s views on their experience and concerns
• Establishing what kind of resolution is expected
• Gathering and reviewing any supporting documents and records
• Reviewing relevant policies, standards or guidelines.

Complaints about Individuals

Where an individual staff member has been nominated by a complainant, the matter will be investigated by the relevant manager or supervisor, who will:

• Inform the staff member of the complaint made against them;
• Ensure fairness and confidentiality is maintained during the investigation;
• Encourage the staff member to seek advice from their professional body, if desired.
• Ensure no judgement is made against a staff member while an investigation is being carried out;
• Where the investigation of a complaint results in findings and recommendations about individual clinicians and staff members, the issues are addressed through the service’s staff performance and review process.

Reporting and Recording Complaints

•  The manager prepares monthly reports on the number and type of complaints, the outcomes of complaints, recommendations for change and any subsequent action that has been taken.
• The reports are provided to staff, senior management and if appropriate, uploaded into personal portfolio for audit and appraisal.
• The manager periodically prepares case studies using anonymized individual complaints to demonstrate how complaints are resolved and followed up, for the information of staff, and for use in audit and appraisal.
• Information about trends in complaints and how individual complaints are resolved is routinely discussed at staff meetings and review meetings as part of reflecting on the performance of the service and opportunities for improvement.

• Complaints reports are considered and discussed at monthly clinical review meetings and directors’ meetings.

An annual quality improvement report is published that includes information on:

• The number and main types of complaints received, common outcomes and how complaints have resulted in changes;
• How complaints were managed—how the complaints system was promoted, how long it took to resolve complaints (and whether this is consistent with the policy) and whether complainants and staff were satisfied with the process and outcomes; and
• The results of the annual patient satisfaction survey.
• The service promotes changes it has made as a result of patient complaints and suggestions in its general publicity.

Formal Complaints

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints.

• After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
• The outcome the complainant is seeking is beyond the scope of their responsibilities or;
• They or the complainant believe the matter should be brought to the attention of someone with more authority.
• If the complaint is not resolved at the point of service, the manager is expected to provide the complainant with the formal complaints policy.
• The Organization then complete a report and forward it to external authority who will then proceed with the case management.

Assessing Resolution Options

Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of external bodies and authorities.

The manager will sign post the complainant to an appropriate external body if;

• There is a serious question about the adequacy and safety of a organization;
• The complaint is against a manager who will be responsible for investigating the complaint, resulting in a perception that there is a lack of independence; or
• The complaint raises complex issues that require external expertise.

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We keep you in control and provide you with the home care services and support you want, where and when you want it. It’s your life and your care, so it must be your way.

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