EPT Clinic’s Communication and Complaints Policy
1) Purpose The purpose of this procedure is to encourage positive communication regarding difficulties and complaints and to resolve issues in a solution focused manner. The policy provides a way to standardise how the EPT Clinic processes complaints.
2) Scope
This procedure applies to all complaints within the EPT Clinic.
3) Policy
• All complaints must be recorded in the complaints log and sent to the EPT Clinic’s management team regardless of justification or severity.
• All complaints must be evaluated by the EPT Clinic’s management team in line with professional best practice guidelines.
• The EPT Clinic’s management team will be responsible for decisions at all levels with regard to the complaints handling process.
• Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant.
• The corrective action process is to be used to investigate the root cause of the complaint and to provide corrective action to prevent recurrence.
With regard to client dissatisfaction, in many cases this is identified through satisfaction survey feedback. The line manager handling the survey receiving the feedback will decide if this needs to be raised within the formal complaints system or if it is best handled less formally. If the complaint is to be handled informally, comments and justification are to be recorded in the clients case notes. If however, it is decided that corrective action is required, the complaint should be process in accordance with this communication and complaints policy, and a Complaints Assessment Form should be filled in.
4) How to make a complaint, and the assessment process:
Stage 1 Informal Process and Corrective Actions
• Discuss your concern with the person involved with the view to resolving the complaint.
• Stage 1 should involve verbal discussion.
• Notes will be taken and saved in the client’s file.
Stage 2 Stage 2 –Informal Informal Process and Process and Corrective ActionsCorrective Actions
• If it was not possible to resolve the complaint during phase 1, the initial processor of the complainant should bring the complaint to the management team (e.g. the clinical director or line manager).
• The concern can be brought to the management team’s attention either verbally or in writing with the view to resolving it.
• A member of the management team will verbally discuss the complaint with the relevant parties with the view to resolve it.
Stage 3 –Formal Investigation
If it was not possible to resolve the complaint during stage 2, a formal investigation will be initiated. This involves documenting details of the complaint, interviewing all relevant parties, identification of root causes, identification of actions to resolve the complaint, and identification of actions to avoid reoccurrance of these difficulties.
Stage 4 Corrective Actions and Closure
• Following the complaints investigation, feedback will be provided to involved parties.
• Corrective actions will be carried out in order to close the complaint and to make sure reoccurance does not occur.
• A closure email or letter will be sent to the client and saved in the clients file.
5) Records
Records of all complaints, subsequent actions and evidence of implementation are to be retained by the EPT Clinic’s managerial team.