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

A Guide to Complaints Resolution 3 COMPLAINTS RESOLUTION PROCESS COMPLAINT RECEIVED Acknowledge complaint Check the authority of the person making the complaint Clarify complaint issues Clarify outcomes sought Record receipt INFORMAL RESOLUTION Check notes/speak with staff Provide explanation/apology Check whether the person making the complaint considers the complaint resolved. Document INITIAL ASSESSMENT Determine how complaint is to be managed/ by whom NOT RESOLVED Provide information about external complaints handling entities. FORMAL COMPLAINTS RESOLUTION Consider safety issues and whether report to external agency is required Provide details of complaint to relevant staff Advise parties as to what they can expect from the complaint process Gather relevant information (eg research, documentation, witness statements, consider any legal implications) Determine resolution response in consultation with parties (eg, formal meeting, mediation, letter) Discuss outcomes with parties to determine whether it is still possible/reasonable to resolve the complaint) NOT RESOLVED RESOLVED QUALITY IMPROVEMENT