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

5A Guide to Complaints Resolution Complaints Policy Checklist The policy provides that: The complaints system is properly resourced Staff will know the complaints system and understand how to respond to complaints Staff will receive and manage complaints respectfully People who make a complaint will not be disadvantaged because they make the complaint Information about the complaint process is widely published and accessible to service users Complaints Procedures Checklist The procedures detail: Who is responsible for oversight and review of the complaint resolution system How improvements arising from complaints are published How staff will be informed and trained in the organisations complaints resolution policy and procedures That all staff dealing with the public will receive customer services training. How staff dealing with complaints will be supported How complaints might be made (ie in person, in writing, electronically, using a feedback box). Maxie is a nurse manager in a health clinic. Jimmy was angry with a nurse in her team after he could not get an appointment to see the doctor that day. This has happened to him three times. He asked to make a complaint. Maxie understands that patients worry about their health. She sat down with Jimmy and explained how appointments are made. She acknowledged that Jimmys problem was important. She gave Jimmy advice about what he could do now and made an appointment for him to see the doctor in two days. Jimmy accepted her explanation.


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