Territory Stories

A guide to complaints resolution

Details:

Title

A guide to complaints resolution

Collection

Health and Community Services Complaints Commission annual report; Reports; PublicationNT

Date

2016

Description

Made available via the Publications (Legal Deposit) Act 2004 (NT).

Language

English

Subject

Northern Territory. Health and Community Services Complaints Commission -- Periodicals; Health facilities -- Northern Territory -- Complaints against -- Periodicals; Patient advocacy -- Northern Territory -- Periodicals

Publisher name

Health and Community Services Complaints Commission

Place of publication

Darwin

File type

application/pdf.

Copyright owner

Check within Publication or with content Publisher.

Parent handle

https://hdl.handle.net/10070/266755

Citation address

https://hdl.handle.net/10070/448295

Page content

14 Health and Community Services Complaints Commission THE COMPLAINTS SYSTEM IS RESPONSIVE In a responsive complaint resolution system, complaints are dealt with in a timely and efficient manner which addresses the concerns and needs of all persons involved in the complaint. PRINCIPLE 6: Staff: Staff understand the complaint process. They expect to be informed of the progress of any complaint made about them from the time it is first received until it is complete. They are updated when changes to services arising from the complaint are put in place. Service Users: Complaints are acknowledged as soon as they are received. People making a complaint are advised of the complaint process and expected timelines, and regularly updated as to the progress of the complaint. They are consulted regarding how the complaint is best resolved and whether the organisations response resolves the complaint. They are advised when service improvements arising from their complaint are put in place. Morries family complained to the team leader that Jay, the Occupational Therapist, was rude to him. The family said Jay didnt listen when he visited Morrie at home to work out what help they all needed so that Morrie could stay living independently with his family. Because this was the second complaint about Jay, the team leader decided to use a formal process to resolve the complaint. Jay was worried about the complaint. The team leader told Jay about how the complaint would be managed and that it would take no longer than a month to conclude the complaint process. During this time, Morrie, his family and Jay were all updated as to what was happening. All parties agreed the complaint was resolved with the outcome that Jay would attend training to help him work with people in a more respectful way.


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