Guide to Complaint Handling in Health Care Services

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Complaint/Feedback Form Feedback, suggestions or complaints about our health service are appreciated and are taken seriously. Date: Consumer Name (Ms/Mrs/Mr): Address: Telephone: home work mobile Name of patient If you are not the patient, what is your relationship to the patient? Is an interpreter needed? No Yes – preferred language? Details Hospital Department Date of incident/s Approximate time of incident/s Name of relevant staff member (if known) What happened? What outcome would you like? Upon completion, please give this form to a staff member. 40 Setting up your system/tools
Complaint follow-up record (to be completed by staff member) Complaint number 1. Receipt of complaint/feedback Date of receipt: Staff member receiving complaint: Department: How was complaint communicated? in person in writing telephone 2. Action taken Detail immediate action taken and whether resolved at point of service: 3. Seriousness assessment Record seriousness assessment rating and who referred to for action or information: SAM score Referred to 4 Local level Complaints manager 3 Local level Complaints manager Department manager 2/1 Complaints manager Department manager Executive management Quality team DOM, DON Follow up required? By whom? Setting up your system/tools 41
Page 1 and 2: Guide to Complaint Handling in Heal
Page 3 and 4: Guide to Complaint Handling in Heal
Page 5 and 6: Contents ABOUT THE GUIDE 2 Why comp
Page 7 and 8: How the Guide works The Guide is di
Page 9 and 10: 1. Guiding principles for an effect
Page 11 and 12: Guiding principles The complaints m
Page 13 and 14: 3. Commitment The health service an
Page 15 and 16: Putting the principles into practic
Page 17 and 18: 2. Organisational foundations Polic
Page 19 and 20: staff feel they will be listened to
Page 21 and 22: Reporting This is an essential elem
Page 23 and 24: Complaint handling process What com
Page 25 and 26: Complaints needing investigation Th
Page 27 and 28: The organisation needs to decide wh
Page 29 and 30: Flow chart of complaint management
Page 31 and 32: Complaint handling skills Why peopl
Page 33 and 34: Dealing with difficult situations S
Page 35 and 36: Conducting meetings Convening a mee
Page 37 and 38: Setting up your system/tools Each o
Page 39 and 40: 3. Commitment Adequate resources ar
Page 41 and 42: Complaints are dealt with in a time
Page 43 and 44: List areas where action is required
Page 45: Complaints Register Department Numb
Page 49 and 50: 6. Feedback Outcome communicated to
Page 51 and 52: Dealing with complaints- checklist
Page 53 and 54: Using the Seriousness Assessment Ma
Page 55 and 56: SAM score Whether SAM is done elect

Guide to Complaint Handling in Health Care Services

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