POLICY FOR DEALING WITH FORMAL AND INFORMAL COMPLAINTS
|
|
- Martin Holt
- 6 years ago
- Views:
Transcription
1 POLICY FOR DEALING WITH FORMAL AND INFORMAL COMPLAINTS Version: 1 Published date: Feb 2012 Review date: Feb 2014 Authors: Darren Payne and Jaine Hart
2 CONTENTS 1. Introduction 2 page 2. Informal and formal complaints 2 3. Responsibilities Role of the Chief Executive Role of other staff 3 4. Timescales 4 5. Responding to complaints Documentation Remaining open and honest 4 6. Monitoring and learning from complaints 5 7. Appendices 6 Complaint form 1
3 1. Introduction This policy has been put together to help to respond to complaints which may arise, either informal or formal, both match day and non-match day. We the club recognise that our own fans and those of other clubs have a right to a high level of quality service from staff and other representatives of the club at all times. If this does not happen we acknowledge that they have the right to complain and express their grievance in a way which we will have to respond to in a timely and appropriate manner. We will handle all complaints in line with this policy whether the complaint be in writing or verbal, we will have a proactive approach to these concerns and will pursue every opportunity to improve the quality and service, by acting on lessons learnt from our investigations into the said concerns. We will handle all complaints confidentially, fairly and wherever possible provide feedback to the complainant. Every effort will be made to resolve any concerns that may arise, fairly and satisfactorily. We also value any feedback to help us improve our services or anything to do with Castleford Tigers RLFC. Objectives to be achieved through having this procedure To prompt a satisfactory resolution at the informal stage where possible. Consistent approach to concerns. Open approach to communication. Improvements can be made to facilities/services. Fairness to staff, club representatives and fans. 2. Informal and formal complaints Informal complaints - are those grievances that can be resolved promptly by front line staff and it is anticipated that these would just be on match days and include situations such as ground facilities, time spent queuing at one of the bars or ticket facilities. After the event these should all be recorded using the forms that are kept in the main office. This can be done by either a member of staff recording details of a situation they have come across and resolved or fan(s) who are wanting to bring something to the clubs attention. As many details as possible should be noted and any follow up action recorded. If it is felt that the issue(s) is not dealt with appropriately and further investigation or follow up is needed, then this has to be passed on to the relevant member of staff to deal with it. 2
4 Formal complaints - are those which are received by the club in writing, or by telephone/ and would be received by the club other than match days. All complaints of this nature will be looked at by Darren Payne, Events Manager and, if necessary, depending on the nature, be shown to the Chief Executive (CE). These will then be passed onto the person responsible for responding. As a matter of courtesy, all letters of complaint must be acknowledged within 5 working days. Those complaints that require a written response will be approved and signed by either: a) Richard Wright - Chief Executive b) Darren Payne Events Manager 3. Responsibilities It is the responsibility of all staff and representatives of Castleford Tigers RLFC to act in an appropriate and sensitive manner if and when dealing with a complainant. If complaints are handled well at this stage, this gives a positive message to fans that we the club do care about the service that we provide and we want to improve in any way possible. All staff that have a responsibility as detailed in this policy are responsible to ensure its compliance 3.1 Role of the Chief Executive The Chief Executive of the club will respond in writing to any complaint that is formally received in writing wherever possible. Or if it is felt necessary, a meeting with the complainant be arranged. The target time in which this must be done is 21 working days. If further investigations are needed then the complainant will be kept informed that there will be a delay. 3.2 Role of other staff It is the responsibility of staff as identified by the CE or Darren Payne to investigate thoroughly, collect statements if necessary and then respond to a complaint that may have been made about their identified area. It has been agreed where possible on match days that Jaine Hart, a member of the Tigers Together group, will assist Darren Payne and be the main point of contact in dealing with any informal complaints that may arise. This may include helping fans complete an informal complaints form or feeding back any concerns that need to be brought to the clubs attention. 3
5 4. Timescales It is important that all formal complaints are made as soon as possible after the event. Normally complaints should be received by the club within 6 weeks of the date on which the matter which is the subject of complaint occurred. Where a complaint is made after 6 weeks the club may investigate if they are of the opinion, having regard to all the circumstances, the complainant had good reasons for not making the complaint within the period, and notwithstanding the time that has elapsed it is still possible to investigate the complaint effectively and efficiently. 5. Responding to complaints When the investigations have been completed, a response letter setting out the full facts of the case and the results of the investigation will be sent if appropriate. It maybe the case that the complainant may also be informed of any action taken or proposed as a result of the investigation. If the complainant does not feel satisfied with their response they will be asked to contact the club as soon as possible. We will make every effort to resolve the complaint to everyone s satisfaction and this may involve a further meeting or further investigation. 5.1 Documentation To ensure a robust audit trail it is crucial that all complaints are documented, this should include: Complainants name and address and contact details Apologies offered and accepted Questions raised by the complainant together with the answers given and by whom Plans for changes as a result of the complaint Any follow up action required 5.2 Remaining open and honest It should be recognised that a complainant during an informal complaint may be anxious, angry and frustrated, it is therefore essential that any discussions that may occur are conducted appropriately and professionally whilst remaining open and honest. It is important that the following does not occur: Speculation Attribution of blame Denial of responsibility Provision of conflicting information from different individuals 4
6 The complainants understanding of what happened with regard to the particular complaint should be taken into consideration as well as any questions they may have. There should be consideration and formal noting of the complainants views and concerns and demonstration that these are being heard and taken seriously 6. Monitoring and learning from complaints Learning from complaints of both a formal and informal nature help to promote openness and reassurance that facilities and services are taken seriously. They identify any risks and may help to improve fans experiences when visiting Castleford Tigers RLFC. Any actions that arise from complaints will be shared where appropriate. Reviewing of the policy This policy will be reviewed on a two yearly basis. PLEASE NOTE: Allegations of negligence and/or claims for compensation against the club are not covered by this policy. 5
7 INFORMAL COMPLAINTS FORM DETAILS OF PERSON MAKING COMPLAINT Mr/Mrs/Miss/Ms FULL NAME ADDRESS POSTCODE SIGNATURE TEL NO DATE DETAILS OF PERSON TAKING COMPLAINT (STAFF) FULL NAME JOB ROLE WITNESS DETAILS if possible (inc name, contact details & summary) COMPLAINT DETAILS DATE OF INCIDENT TIME (if known) IS THE COMPLAINT RELATED TO: MATCH DAYS OR NON MATCH DAYS IS A RESPONSE REQUIRED: YES NO (Please tick as applicable) SUMMARY OF COMPLAINT (Continue overleaf if needed)
8 PLEASE SAY WHAT WOULD YOU LIKE TO SEE HAPPEN AS A RESULT OF YOUR COMPLAINT? IS FURTHER ACTION REQUIRED? YES NO IF YES, PLEASE PASS THIS FORM ON TO DARREN PAYNE FOR FURTHER INVESTIGATION OTHER COMMENTS LEARNING OUTCOMES (if applicable) DATE COMPLAINT COMPLETED (and response sent if needed) * PLEASE NOTE: Allegations of negligence and/or claims for compensation against the club are not covered by this form.
Complaints policy RM07
Complaints policy RM07 Beware when using a printed version of this document. It may have been subsequently amended. Please check online for the latest version. Applies to: All service users Date of Board
More informationTHE ADULT SOCIAL CARE COMPLAINTS POLICY
THE ADULT SOCIAL CARE COMPLAINTS POLICY April 2009 Reviewed: January 2018 1 Cambridgeshire County Council Contents 1.0 Purpose Page 3 2.0 Principles Page 3 3.0 Accessing information about how to raise
More informationComplaints, Compliments and Concerns (CCC) Policy
Complaints, Compliments and Concerns (CCC) Policy Central and North West London NHS Foundation Trust (CNWL) is committed to providing quality NHS services and adopting best practice in listening and responding
More informationEQUAL OPPORTUNITY & ANTI DISCRIMINATION POLICY. Equal Opportunity & Anti Discrimination Policy Document Number: HR Ver 4
Equal Opportunity & Anti Discrimination Policy Document Number: HR005 002 Ver 4 Approved by Senior Leadership Team Page 1 of 11 POLICY OWNER: Director of Human Resources PURPOSE: The purpose of this policy
More informationALAT and Bright Tribe Trust Complaints Procedure
+ ALAT and Bright Tribe Trust Complaints Procedure Contents 1. Mission Statement... 2 2. Principles and Values... 2 3. Objectives of this Procedure... 2 4. General Principles... 4 5. Vexatious Complaints...
More informationComplaints and Suggestions for Improvement Handling Procedure
Complaints and Suggestions for Improvement Handling Procedure Date of most recent review: 20 June 2013 Date of next review: August 2016 Responsibility: Quality Officer Approved by: Learning, Teaching and
More informationNHS CHOICES COMPLAINTS POLICY
NHS CHOICES COMPLAINTS POLICY 1 TABLE OF CONTENTS: INTRODUCTION... 5 DEFINITIONS... 5 Complaint... 5 Concerns and enquiries (Incidents)... 5 Unreasonable or Persistent Complainant... 5 APPLICATIONS...
More informationSCHOOL COMPLAINTS POLICY AND PROCEDURES
SCHOOL COMPLAINTS POLICY AND PROCEDURES Updated: September 2016 Review: September 2019 This Policy is founded within our School ethos which provides a caring, friendly and safe environment for all members
More informationUoA: Academic Quality Handbook
UoA: Academic Quality Handbook UNIVERSITY OF ABERDEEN COMPLAINT HANDLING PROCEDURE 1 POLICY The University is committed to providing a high level of service to students, applicants, graduates, and members
More informationComplaints and Compliments Policy and Procedures
Complaints and Compliments Policy and Procedures Family: Legislation Reference Code LEG02 Line Manager Responsible: Head of Student Services Approval Date: Final Approval Date 5/11/15 Issue Date: November
More informationComplaints Handling. 27/08/2013 Version 1.0. Version No. Description Author Approval Effective Date. 1.0 Complaints. J Meredith/ D Thompson
Complaints Handling Procedure Version No. Description Author Approval Effective Date 1.0 Complaints Procedure J Meredith/ D Thompson Court (Jun 2013) 27 Aug 2013 27/08/2013 Version 1.0 Procedure for handling
More informationDomiciliary Care Agency East Area
The Regard Partnership Limited Domiciliary Care Agency East Area Inspection report Fenland View Alexandra Road Wisbech Cambridgeshire PE13 1HQ Date of inspection visit: 18 January 2017 Date of publication:
More informationComplaints Sanctuary Students Procedure SS/LW0315/CP. Sanctuary Group:
Subject/Title: Complaints Procedure Sanctuary Students Business Function: Complaints Procedure Sanctuary Students Author(s): Operations/Accommodation Manager Other Contributors: Director of Operational
More informationThe NHS Constitution
2 The NHS Constitution The NHS belongs to the people. It is there to improve our health and wellbeing, supporting us to keep mentally and physically well, to get better when we are ill and, when we cannot
More informationNHS England Complaints Policy
NHS England Complaints Policy 1 NHS England INFORMATION READER BOX Directorate Medical Operations Patients and Information Nursing Policy Commissioning Development Finance Human Resources Publications
More informationCUSTOMER CARE POLICY Compliments, Comments, Concerns and Complaints
CUSTOMER CARE POLICY Compliments, Comments, Concerns and Complaints Document reference number IML002 Status Approved Version number 5.0 Replacing/superseding policy or Customer Care Policy version 4.0
More informationComplaints Procedure
Complaints Procedure AUGUST 2017 Complaints Procedure This complaints procedure reflects Harper Adams University s commitment to valuing complaints. Our aim is to resolve issues of dissatisfaction as close
More informationParkbury House Surgery
Parkbury House Surgery Complaint Policy and Procedures St Peters Street, St Albans, Hertfordshire, AL1 3HD Tel: 01727 851589 Fax: 01727 854372 parkburyhouse.info@nhs.net; www.parkburyhouse.nhs.uk Version
More informationMedico-legal guide to The NHS complaints procedure. Introduction
1.1 Medico-legal guide to The NHS complaints procedure Introduction The NHS and social care complaints procedure was introduced in England on 1 April 2009. The local resolution stage of the procedure is
More informationMaking Comments and Complaints
01/2016 A guide to Making Comments and Complaints Introduction HCA International hospitals are committed to delivering safe, high quality, cost-effective healthcare. We will do our best to ensure the time
More informationHandling Organisational Complaints
Council meeting 12 January 2012 Public business Handling Organisational Complaints Purpose To report to the Council on the handling of organisational complaints for the period 27 September 2010 to 30 September
More informationCOMPLAINTS POLICY. Head of Complaints & Customer Service Improvement
COMPLAINTS POLICY POLICY REFERENCE NUMBER CP2 VERSION NUMBER 1 REPLACES SEPT DOCUMENT CP2 REPLACES NEP DOCUMENT CRP7 KEY CHANGES FROM PREVIOUS Not applicable VERSION AUTHOR Head of Complaints & Customer
More informationThis complaints policy and procedure applies to the Herefordshire Housing Group which includes its subsidiary, Independence Trust
This complaints policy and procedure applies to the Herefordshire Housing Group which includes its subsidiary, Independence Trust COMPLAINTS PROCEDURE Aims The aims of the Complaints Procedure are: To
More informationComplaints Management Policy
Complaints Management Policy Policy Reference Number CMP001 Status Ratified Version 9 Implementation Date January 2002 Publication date June 2017 Current/Last Review Dates Dec 2006, Nov 2008, June 2009,
More informationNHS Constitution The NHS belongs to the people. This Constitution principles values rights pledges responsibilities
for England 8 March 2012 2 NHS Constitution The NHS belongs to the people. It is there to improve our health and well-being, supporting us to keep mentally and physically well, to get better when we are
More informationThis policy is intended to ensure that we handle complaints fairly, efficiently and effectively.
Introduction 1.1 Purpose This policy is intended to ensure that we handle complaints fairly, efficiently and effectively. Our complaint management system is intended to: enable us to respond to issues
More informationA Guide for Parents/Carers About Making a Complaint
Education Young Children s Service Nursery School and Young Children s Centres A Guide for Parents/Carers About Making a Complaint YCS COMPLAINTS PROCEDURE Introduction The Local Ombudsman s guidance states
More informationMasonic Support - Grants Appeal & Complaints Policy and Process
Masonic Support - Grants Appeal & Complaints Policy and Process Contents 1. Overview... 3 2. Complaints and Appeals Policy... 3 2.1 Policy on Rights... 4 2.2 Data Protection... 4 2.3 Supporting Freemasons
More informationMANAGEMENT OF COMPLIMENTS, COMMENTS, CONCERNS AND COMPLAINTS POLICY
Ref No: 221 MANAGEMENT OF COMPLIMENTS, COMMENTS, CONCERNS AND COMPLAINTS POLICY SECTION 1 PROCEDURAL INFORMATION Version: 3 Ratified by: Date ratified: March 2014 Title of author: Title of responsible
More informationThe NHS Scotland Complaints Handling Procedure. NHS Highland
The NHS Scotland Complaints Handling Procedure NHS Highland April 2017 National Health Service Scotland Complaints Handling Procedure Foreword Our complaints handling procedure reflects NHS Highland commitment
More informationSt Anne s Primary School
Nottingham Roman Catholic Diocesan Education Service COMPLAINTS PROCEDURE FOR USE IN A CATHOLIC VOLUNTARY AIDED SCHOOL IN THE DIOCESE OF NOTTINGHAM St Anne s Primary School The Complaints Co-ordinator
More informationMaking a complaint in the independent healthcare sector. A guide for patients
Contents 1. Introduction pages 3 5 2. Local Resolution Stage One pages 6 8 3. Complaints Review Stage Two page 9 4. Independent External Adjudication Stage Three pages 10 11 2 The Patients Association
More informationRaising Concerns or Complaints about NHS services
Raising Concerns or Complaints about NHS services Raising concerns and complaints A step by step guide Raising concerns and complaints Questions to ask yourself: 1. What am I concerned or dissatisfied
More informationThe Social Work Model Complaints Handling Procedure
The Social Work Model Complaints Handling Procedure Issued: December 2016 Scottish Public Services Ombudsman The Social Work Model Complaints Handling Procedure I 2 The Social Work Model Complaints Handling
More informationCOMPLAINTS POLICY AND FORM OF THE PRACTICE OF DR RUDI HAYDEN (referred to as the practice )
COMPLAINTS POLICY AND FORM OF THE PRACTICE OF DR RUDI HAYDEN (referred to as the practice ) PURPOSE OF THIS POLICY This policy is intended to provide a mechanism for patients and others with whom the practice
More informationBurton Hospitals NHS Foundation Trust POLICY DOCUMENT. On: 26 October Review Date: October Department Responsible for Review:
POLICY DOCUMENT Burton Hospitals NHS Foundation Trust COMPLAINTS POLICY AND PROCEDURE Approved by: Quality Committee On: 26 October 2017 Review Date: October 2020 Corporate / Division Corporate Clinical
More informationCan I Help You? V3.0 December 2013
Can I help you? Policy for the provision and management of patient feedback: comments, concerns or compliments, or complaints about NHS 24 and its services. Author: Patient Affairs Manager/ ADoN Clinical
More informationFirst Community Health & Care Board POLICY FOR HANDLING COMPLAINTS
First Community Health & Care POLICY FOR HANDLING COMPLAINTS Version: 4 Name of Approval body : Name of Ratification Body: Date of Ratification April, 2013 Name of originator/author: Effective From April
More informationThe University of Edinburgh Complaint Handling Procedure
University of Edinburgh Complaint Handling Procedure April 2016 P a g e 1 The University of Edinburgh Complaint Handling Procedure April 2016 University of Edinburgh Complaint Handling Procedure April
More information12. Safeguarding Enquiries: Responding to a Concern
12. Safeguarding Enquiries: Responding to a Concern 1 12.1 Statutory Safeguarding Enquiries Section 42 Councils are required by law to carry out safeguarding enquiries for those individuals who meet the
More informationStaff member: an individual in an employment relationship with CYM or a contractor who is paid for services to CYM.
14. 1 POLICY TO ADDRESS WORKPLACE VIOLENCE 14.1 Policy Statement This policy is applicable to all persons in the CYM organization; those employed by the organization, those contracted for services to the
More informationReplacement. Supersedes: Complaints Procedure ( ) and the Patient Advice and Liaison Service Policy ( )
Corporate Complaints: Standard Operating Procedure Document Control Summary Status: Replacement. Supersedes: Complaints Procedure (28.10.10) and the Patient Advice and Liaison Service Policy (28.07.11)
More informationSUGGESTIONS, COMPLIMENTS & COMPLAINTS POLICY
SUGGESTIONS, COMPLIMENTS & COMPLAINTS POLICY Responsible Senior Manager: Vice Principal Business Services & People Approved by: Corporation Related Policies: Equality & Diversity Effective from: September
More informationHopwood Medical Centre Huntley Mount Medical Centre, Huntley Mount Road, Bury, Lancashire BL9 6JA. Tel:
Hopwood Medical Centre Huntley Mount Medical Centre, Huntley Mount Road, Bury, Lancashire BL9 6JA. Tel: 01706 369886 WE OPERATE A PRACTICE COMPLAINTS PROCEDURE AS PART OF THE NHS SYSTEM FOR DEALING WITH
More informationMencap - Dorset Support Service
Royal Mencap Society Mencap - Dorset Support Service Inspection report Unit 5, Prospect House Peverell Avenue East, Poundbury Dorchester Dorset DT1 3WE Date of inspection visit: 08 December 2016 Date of
More informationStairways. Harpenden Mencap. Overall rating for this service. Inspection report. Ratings. Good
Harpenden Mencap Stairways Inspection report 19 Douglas Road Harpenden Hertfordshire AL5 2EN Tel: 01582460055 Website: www.harpendenmencap.org.uk Date of inspection visit: 12 January 2016 Date of publication:
More informationCOMPLAINTS ESCALATION POLICY AND PROCEDURES
COMPLAINTS & ESCALATION POLICY AND PROCEDURES Updates Who Updated Comments Aug annually Page 1 of 6 TABLE OF CONTENTS PRINCIPLES...3 ESCALATION PROCEDURES...3 ESCALATION TO OFSTED...4 ESCALATION TO THE
More informationComplaints Procedures Policy
King s Norton Boys School Complaints Procedures Policy King s Norton Boys School have adopted this policy and take in due regard the information set out in. Best practice advice for school complaints procedures
More information1-2 Canterbury Close. Voyage 1 Limited. Overall rating for this service. Inspection report. Ratings. Good
Voyage 1 Limited 1-2 Canterbury Close Inspection report Chaucer Road Rotherham South Yorkshire S65 2LW Tel: 01709379129 Website: www.voyagecare.com Date of inspection visit: 28 March 2017 Date of publication:
More informationThe Code. Professional standards of practice and behaviour for nurses and midwives
The Code Professional standards of practice and behaviour for nurses and midwives Introduction The Code contains the professional standards that registered nurses and midwives must uphold. UK nurses and
More informationPatient Experience Policy
Teamwork Innovation Professionalism Caring Patient Experience Policy Complaints Concerns Healthcare Professional Feedback Compliments/Commendations Version: 3.0 Policy Lead: Head of Patient Experience
More informationNHS Borders Feedback and Complaints Annual Report
NHS Borders Feedback and Complaints Annual Report 2016-17 1 Introduction NHS Borders Feedback and Complaints Annual Report 2016-17 is a summary of the feedback provided by the complaints, comments, concerns
More informationPatient Complaints Procedure
Patient Complaints Procedure 1. Introduction Our aim is to resolve as many complaints as possible quickly and within the practice. Anyone who complains to us should feel that: - their concerns are being
More informationA concern means any complaint, claim or reported patient safety incident.
PUTTING THINGS RIGHT ANNUAL REPORT -2017 Introduction The Putting Things Right Annual Report provides information on the progress and performance of Powys Teaching Local Health Board (hereafter, the health
More informationCompliments, Concerns and Complaints policy
Compliments, Concerns and Complaints policy Document information Document title Classification Compliments, Concerns and Complaints policy Open Document/Reference Number: 71229 Document Custodian: Other
More informationCare and Social Services Inspectorate Wales
Care and Social Services Inspectorate Wales Care Standards Act 2000 Inspection report Domiciliary care agency Elliotts Hill Care Limited (DCA) Great Elliots Hill Crowhill Road Haverfordwest SA62 6HT Date
More informationPatient Experience Strategy
Patient Experience Strategy Published: June 2017 Find us online at cornwallft 1.Introduction At Cornwall Partnership NHS Foundation Trust (CFT) we believe in delivering high quality care. We care deeply
More informationCOMPLAINTS POLICY Page 1 of 7
Page 1 of 7 Policy Applies to: All Mercy Hospital Staff. Compliance with this policy for Credentialed Specialists and Allied Health Personnel will be facilitated by Mercy Hospital staff. Related Standards:
More informationComplaints Management Policy
Complaints Management Policy Reference number: ELR Corporate 016 Title: Complaints Management Policy Version number: Version 5 (September 2016) Policy Approved by: Integrated Governance Committee Date
More informationJOB DESCRIPTION. Service Manager AMH Inpatient Services. Enhanced CRB with Both Barred List Check
JOB DESCRIPTION JOB TITLE: BAND: HOURS AND: DURATION Service Manager AMH Inpatient Services Agenda for Change Band 8B As specified in the job advertisement and the Contract of Employment AGENDA FOR CHANGE
More informationMental Health Commission. Customer Complaints Procedure
Mental Health Commission Customer Complaints Procedure 2008 Customer Complaints Procedure Mental Health Commission 1. Introduction The Mental Health Commission, an independent statutory body, was established
More informationRainbow Trust Children's Charity 6
Rainbow Trust Children's Charity Rainbow Trust Children's Charity 6 Inspection report 1b Cleeve Court Cleeve Road Leatherhead Surrey KT22 7UD Date of inspection visit: 30 November 2016 Date of publication:
More informationTexas Higher Education oordinating oard Office of General ounsel P.O. ox 12788!ustin, TX
Student Information Name: Last First Middle Initial Address: City State Zip Phone: Date of Birth: Program of Study Email: at the Institution: Check the applicable box which describes your status with the
More informationMaidstone Home Care Limited
Maidstone Home Care Limited Maidstone Home Care Limited Inspection report Home Care House 61-63 Rochester Road Aylesford Kent ME20 7BS Date of inspection visit: 19 July 2016 Date of publication: 15 August
More informationAllied Healthcare Leicester
Nestor Primecare Services Limited Allied Healthcare Leicester Inspection report Suite 7, 2nd Floor, Carlton House 28 Regent Road Leicester Leicestershire LE1 6YH Date of inspection visit: 29 November 2016
More informationComplaints Procedures for Schools
Title : Complaints Procedures for Schools Status : Current Approval Date : December 2008 Date for Next Review : December 2012 Originator : Page 1 of 9 CONTENTS 1. Stage 1 Initial Approach 2. Stage 2 Formal
More informationComplaints and Concerns Policy
EQUALITY IMPACT The Trust strives to ensure equality of opportunity for all both as a major employer and as a provider of health care. This policy has therefore been equality impact assessed by the Quality
More informationNightingales Home Care
Nightingale's Care (Gloucester) Limited Nightingales Home Care Inspection report Unit C1, Spinnaker House Spinnaker Road, Hempsted Gloucester Gloucestershire GL2 5FD Tel: 01452310314 Website: www.homecare.nightingales.co.uk
More informationYour Service Your Say
Your Service Your Say The Management of Service User Feedback for Comments, Compliments and Complaints Complaints Management Pathway HSE Policy 2017 Enabling Feedback Listening and Responding to Feedback
More informationConcerns and Complaints Policy for Learners
Concerns and Complaints Policy for Learners Prepared by: Director of Health and Safety Policy Approved by: SMT Minute No: 3327 24/09/2013 Impact Assessed: October 2103 Curriculum & Quality Committee Minute
More information(NAME OF HOME) 2.1 This policy is based on the Six Principles of Safeguarding that underpin all our safeguarding work within our service.
Title: SAFEGUARDING POLICY 1.0 INTRODUCTION 1.1 Safeguarding means protecting people's health, wellbeing and human rights, and enabling them to live free from harm, abuse and neglect. It's fundamental
More informationPUTTING THINGS RIGHT POLICY FOR THE EFFECTIVE MANAGEMENT AND RESOLUTION OF CONCERNS. Assistant Director Quality and Safety. Director of Nursing
PUTTING THINGS RIGHT POLICY FOR THE EFFECTIVE MANAGEMENT AND RESOLUTION OF CONCERNS Document Reference No: Version No: 1 PTHB / CP 007 Issue Date: December 2015 Review Date: October 2018 Expiry Date: December
More informationCODE OF CONDUCT POLICY
CODE OF CONDUCT POLICY Mandatory Quality Area 4 PURPOSE This policy will provide guidelines to: establish a standard of behaviour for the Approved Provider (if an individual), Nominated Supervisor, Certified
More informationSECTION 11 JANUARy 2015
SECTION 11 PUblic inquiries and official complaints January 2015 Public Inquiries and Official Complaints 1. Public Inquiries regarding Inconsistent Practices 3 2. Official Complaints Questioning the
More informationAustralian Sonographer Accreditation Registry (ASAR) Policy & Procedure 10 - Making Complaints about Accredited Sonography Courses
1. Preamble The purpose of this Policy and Procedure is to ensure that any s submitted to ASAR in regard to Accredited are brought to a satisfactory resolution. 2. Policy Principles Consumers and stakeholders
More informationComplaints handling in NHS organisations
Complaints handling in NHS organisations August 2017 This document is designed for NHS organisations but has application for all public bodies and those providing services such as universities. It also
More informationIntroduction to Duty of Care in Health, Social Care or Children s and Young People s Settings
In Association With Learning work book to contribute to the achievement of the underpinning knowledge for unit: SHC24 Introduction to Duty of Care in Health, Social Care or Children s and Young People
More information4LSAB Safeguarding Adults Escalation Protocol
4LSAB Safeguarding Adults Escalation Protocol Background The Care Act 2014 and Chapter 14 of the Care and Support Statutory Guidance 2016 includes six key principles that underpin Safeguarding Adults Practice.
More informationCheshire East Safeguarding Adults Board
Cheshire East Safeguarding Adults Board Multi-agency guidance for care providers undertaking an internal safeguarding enquiry This Guidance is useful for both social workers and care providers and is also
More informationBeing Open and Duty of Candour Policy
Version Date Purpose of Issue/Description of Change Review Date 3 4 5 March 2010 July 2011 June 2012 Incorporating new NPSA Being Open Framework Revision against 2010/11 NHSLA Standards Review against
More informationGrievances and Resident/Family Councils
A Closer Look at the Revised Nursing Facility Regulations Grievances and Resident/Family Councils Executive Summary Residents have the right to file grievances and the facility must work to resolve those
More informationNURSES AGENCY. A1 Medical & General Ltd. Lansdowne House 63 Balby Road Balby Doncaster DN4 0RE
NURSES AGENCY A1 Medical & General Ltd Lansdowne House 63 Balby Road Balby Doncaster DN4 0RE Lead Inspector Janet McBride Key Announced Inspection 12th June 10:45 DS0000015879.V330942.R03.S.doc Version
More informationMURAL ROUTES ANTI-RACISM, ACCESS AND EQUITY POLICY AND HUMAN RIGHTS COMPLAINTS PROCEDURE
MURAL ROUTES ANTI-RACISM, ACCESS AND EQUITY POLICY AND HUMAN RIGHTS COMPLAINTS PROCEDURE This policy was approved by Mural Routes Board of Directors at their meeting on (17/October/2001). (Signature of
More informationLindsey Lodge Hospice POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS
Lindsey Lodge Hospice POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS Contents Chapter page 1.0 Introduction 3 2.0 Purpose 3 3.0 Area 4 4.0 Definitions 4 5.0 Complaints
More informationPolicy for the Management of Concerns and Complaints and responding to Feedback from Patients and the Public
Policy for the Management of Concerns and Complaints and responding to Feedback from Patients and the Public Ratification process Lead Author Developed by: Approved by: Patient Experience Manager, C&P
More informationPatient Experience Strategy
Patient Experience Strategy 2013 2018 V1.0 May 2013 Graham Nice Chief Nurse Putting excellent community care at the heart of the NHS Page 1 of 26 CONTENTS INTRODUCTION 3 PURPOSE, BACKGROUND AND NATIONAL
More informationSt Brendan s College RTO 30349
160519 RTO policy and procedures Complaints and appeals Policy statement A complaint can be made to the school RTO regarding the conduct of: the school RTO, its trainers, assessors or other school RTO
More information2.1 This policy has due regard to the Housing Act 1996 and the Localism Act 2011.
POLICY: COMPLAINTS POLICY 1.0 Introduction 1.1 Thames Valley Housing is committed to providing a high quality service for its residents and working in an open and accountable way that builds trust and
More informationCOMPLIMENTS & COMPLAINTS PROCEDURE
We welcome all forms of feedback from our residents and those dealing with us, whether positive or negative. You may wish to let us know if: You would like to compliment us on a job well done. You have
More informationConcerns, Complaints and Compliments
Concerns, Complaints and Compliments Exceptional healthcare, personally delivered Welcome to North Bristol NHS Trust North Bristol NHS Trust is the largest hospital trust in the South West of England,
More informationComplaints Policy. Version: 4.2. Approved: 27/01/2015
Complaints Policy Policy Summary This policy and procedures exist to ensure that there are effective arrangements in place to be compliant with statutory obligations and ensure the process is open and
More informationEssential Nursing and Care Services
Essential Nursing & Care Services Ltd Essential Nursing and Care Services Inspection report Unit 7 Concept Park, Innovation Close Poole Dorset BH12 4QT Date of inspection visit: 09 February 2016 10 February
More informationAnnual Complaints Report 2014/15
Annual Complaints Report 2014/15 1.0 Introduction This report provides information in regard to complaints and concerns received by The Rotherham NHS Foundation Trust between 01/04/2014 and 31/03/2015.
More informationSuffering in silence Listening to consumer experiences of the health and social care complaints system EXECUTIVE SUMMARY
Suffering in silence Listening to consumer experiences of the health and social care complaints system EXECUTIVE SUMMARY In order to use complaints to drive improvements, we must first have a system that
More informationCOMPLAINTS MANAGEMENT PROCEDURE
COMPLAINTS MANAGEMENT PROCEDURE The key messages the reader should note about this document are: 1. All complaints received either in writing or done verbally should be forwarded onto the Complaints team
More informationSources of evidence [note: you may reference other sources of evidence] Quarterly National Reporting Systems to the SHA on Waiting Times.
PATIENT RIGHTS/PLEDGES Rights/pledges/Actions 1. The NHS commits to provide convenient, easy access to services within waiting times set out in the Handbook to the. The Primary Care Trust has a process
More informationPatient Compl p ai l n ai t n s/ s G / r G ie i vanc van es
Patient Complaints/Grievances What all Employees Need to Know MCMH strongly encourages patients and/or the patient s representative to exercise their right to issue a complaint. Patients and families can
More informationThe code: Standards of conduct, performance and ethics for nurses and midwives
The code: Standards of conduct, performance and ethics for nurses and midwives We are the nursing and midwifery regulator for England, Wales, Scotland, Northern Ireland and the Islands. We exist to safeguard
More informationHeart Homecare Ltd. Heart Homecare Ltd. Overall rating for this service. Inspection report. Ratings. Good
Heart Homecare Ltd Heart Homecare Ltd Inspection report Unit G2 Wises Oast Business Centre Wises Lane Sittingbourne Kent ME9 8LR Date of inspection visit: 07 March 2017 Date of publication: 30 March 2017
More informationMaking a complaint about UK Government services
Making a complaint about UK Government services The Parliamentary Ombudsman can carry out independent investigations into complaints about government departments and other public organisations. We would
More information