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

Contents Introduction __________________________________________2 Complaints & Quality Improvement ______________________2 Principle 1: A Positive Complaints Culture ________________3 Principle 2: Accountability ______________________________5 Principle 3: The Complaint System Is Fair _________________7 Principle 4: The Complaint System Is Confidential _________9 Principle 5: The Complaints System Is Accessible ________ 11 Principle 6: The Complaints System Is Responsive _______ 13 Resources _________________________________________ 15 Complaints Resolution Process _______________________ 16 Complaint Resolution Decision Matrix _________________ 17