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

7A Guide to Complaints Resolution Complaints Policy Checklist The policy provides that: Complaints are only accepted from people with the authority to make the complaint A register of complaints is kept Complaints are properly documented Complaints are analysed for patterns The complaints system links in with the quality improvement system The complaints resolution system is to be followed consistently and fairly at all times The complaint resolution system is tiered, with complaints resolved at the lowest level possible, depending on the individual circumstances of the complaint Services users are informed of independent external review bodies Commitments made to resolve a complaint are recorded and met. Complaints Procedures Checklist The procedures detail: What to do when a complaint is received How complaints are recorded and documented Senior staff responsibilities for oversight of complaints The level of authority for staff when dealing with complaints The expectation that the complainants issues, desired outcomes, expectations and needs are clarified when the complaint is received How decisions are made as to how to best resolve the complaint Processes to follow when resolving complaints Zenas daughter needs 24 hour support to help her live independently. She becomes aware that her daughter is being locked in her room several times a week, and as a result, is missing out on outings with the other residents. Zena decides to make a complaint. She tells the team leader that she is worried that staff do not know how to manage her daughter when she starts to get angry, and she wants them trained. The organisation works with Zena to resolve her complaint, however Zena is still unhappy about the way her daughter is being treated. Zena is told that she can take her complaint to an independent, external body (like the HCSCC).


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