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

4 Health and Community Services Complaints Commission A POSITIVE COMPLAINTS CULTURE An organisation with a positive complaints culture is an organisation that genuinely welcomes complaints and uses what is learned from them to improve services. Staff: Staff in an organisation with a positive complaints culture do not think of complaints as criticisms. They understand that people have the right to complain and to provide feedback. They are trained in customer service and treat service users with respect. Service Users: People are told how to make a complaint when they use the service the first time. They find it easy to get complaint forms. They know that their complaint will be well received, and are not afraid to make a complaint. PRINCIPLE 1: Joe is a psychologist who specialises in providing therapy for people with anxiety. He is surprised to hear that Rennie, his client, was upset after one of their sessions which he thought had gone well. Joe understands that it is always possible that two people who are talking will experience that conversation differently, and sees Rennies complaint as an opportunity to improve the way he works with clients.


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