Guide to Complaint Handling in Health Care Services

3. Commitment
Adequate resources are provided to
support an effective complaints
management system.
There are clear policies in place for
adverse events, incident reporting and
complaint handling.
All health providers have a complaints
process overseen by a designated
complaints manager who has the
support of senior management.
Staff across all levels of the organisation
are trained in complaint handling and
able to deal with first point of contact.
Staff responsible for investigating and
resolving complaints are trained in
complaint handling and have a
systems focus.
Staff are encouraged to make
suggestions and identify problems even
if a complaint is not made – there is a
system in place for staff to
report concerns.
The organisation has an easy-to-use
recording system to track complaints.
Complaints data is collated to identify
patterns and trends and to report to
senior management and quality and
risk management committees.
Setting up your system/tools 33