Complaints Policy and Procedure

1. Our Aim

24-7 Healthcare is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and in particular by responding positively to complaints, and by putting mistakes right.

 

Therefore we aim to ensure that:

 

This policy ensures that we guidelines for dealing with complaints from members of the public about our services, facilities and staff

2. Definitions

 A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method.

All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used. 

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. Complaints

 

5. Responsibilities

24-7 Healthcares’ responsibility will be to:

 

 

6. Confidentiality:

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and 24-7 Healthcare maintain confidentiality.

However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure:

Written or digital records must be made by 24-7 Healthcare at each stage of the procedure.

In the first instance, staff member(s) must establish the seriousness of the complaint.

 

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

 

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them.

It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

a) A formal complaint can be made either verbally, in writing or via our online complaints form. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.

b) In all cases, the complaint must be passed on to the responsible person. In the event of a complaint about the responsible person the complaint should be passed to the responsible person’s superior, and if the complaint is about the responsible person’s superior this must be passed on to higher management.

c) The responsible person or the responsible person’s superior, depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.

d) One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.

e) The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.

 

 

a) If the complainant is not satisfied with the above decision then a higher management meeting will be convened.

b) The higher management  will examine the complaint and may wish to carry out further interviews, examine files / notes or system records. They will respond within four weeks in writing.

Their decision will be final.