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 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

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