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

17A Guide to Complaints Resolution COMPLAINT RESOLUTION DECISION MATRIX Please note: the matrix below details the types of factors to be considered when thinking about the best way to resolve a complaint. They are at best a guide to how a complaint might be managed. Decisions about how to resolve a complaint should always be based on the individual complaint circumstances. It is important to know the organisations complaints policy, including when the complaint should be referred to a more senior staff member. Harm Urgency Complexity Desired Outcome Other Informal Resolution Low immediate Low complexity Apology Explanation Service improvement Reimburse costs Need to maintain relationship Organisations complaints policy Formal Resolution Moderate High Low moderate complexity Explanation Service adjustment Policy change Apology Reimburse costs Disciplinary Action Restitution Need to maintain relationship Complaint not resolved informally Organisations complaints policy Refer to/ provide details of external entity High extreme Disciplinary action Compensation Mandatory report Complaint not resolved Organisations complaints policy


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