Review of Clinical and Social Care Governance arrangements in ...

Recommendation 16:
The RQIA recommends that HSC Trusts:
• ensure they have an up to date complaints policy in place
• have a system to enable staff to learn from complaints
• ensure that all staff are able to deal with complaints
• ensure that service users are provided with feedback from their complaint
8.3l The organisation has a range of published up-to-date information about services, conditions, treatment, care
and support options available, and how to access them both in and out of service hours, which are subject to
regular audit and review.
All Trusts provide up to date published information and use a variety of methods to communicate with staff and
service users. These range from a Trust website and patient information leafl ets to the use of annual reports. In
addition, there are service user forums and representatives who contribute to working groups that assist with the
production of a range of published information.
The Western Trust is in the process of reviewing the range of information it publishes and this will be subject to
regular review and audit.
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