We have an effective complaints system in place to ensure that the identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timetable which is clearly documented.
The complaints system is clearly displayed, and all patients and visitors can be confident that they will be listened and responded to without fear of discrimination.
Any complainant will be treated in a sensitive manner, respecting the human rights and diversity of the patient.
The complaint can be made by a variety of methods either verbally, by sign language or in writing. Where they lack confidence or require help, patients will be supported by staff members.
The complaint will be fully documented and fairly dealt with, and following an investigation, lessons learned can lead to changes being made to avoid future complaints.
These clear complaint procedures are monitored and reviewed regularly.
This policy and relevant procedures will be reviewed annually and are due for review on 31/01/2024 or before this date in accordance with new guidance or legislative changes.