Territory Stories

A guide to complaints resolution



A guide to complaints resolution


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




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




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

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Health and Community Services Complaints Commission

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A Guide to Complaints Resolution 15 Complaints Policy Checklist The policy provides that: Complaints are dealt with in a timely and efficient manner. Parties to the complaint understand the steps of the complaint process. Timelines are set for each step of the process. Parties are regularly informed of the progress of the complaint. Complaints Procedures Checklist The procedures detail: Timelines for acknowledging the complaint Timelines for each stage of the complaint resolution process Information to be provided to parties to the complaint such as who will deal with the complaint and contact details Feedback to be provided to parties at each stage of the complaint process Parties are informed when any changes arising from a complaint are implemented. Tom complained to the hospitals Nursing Director about the care he had received from Amelia, a nurse responsible for his care on two shifts during Toms recent admission to hospital. Tom complained that Amelia had not washed her hands before changing bandages on a wound. The Nursing Director provided Amelia with a copy of the complaint and time to respond. Amelia and Tom were reminded of the complaint resolution process, as well as the expected timelines to resolve the complaint. The Nursing Director undertook other, independent enquiries but kept Tom and Amelia updated as to the progress of the complaint. The complaint was resolved with an explanation, an apology and service improvements which included placing handwash dispensers in each patients room. Tom and Amelia were both informed when the dispensers were in place.

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