Managing a Complaint

Proactively and efficiently managing complaints, as well as being transparent about the process, is crucial to delivering effective health, mental health and disability services.

Preparing the organisation

To effectively address consumer concerns at a local level, you will need to consider:

• Producing a complaints management manual and training staff in its use. You may also consider developing a dedicated complaints team or person.
• Ensuring staff are well informed and have easy access to relevant policies, procedures, guidelines and legislation (e.g., communicating them on the intranet, noticeboards and during induction).
• Providing staff customer service training (e.g., how to deal with difficult conversations).
• Ensuring complaint forms are easily accessible to consumers. Our complaint form can provide guidance on what to include when developing one inhouse.
• Providing complaint facilities online where possible.
• Developing a database to capture complaint information.
• Ensuring staff are aware of external complaint resolution entities, such as HaDSCO, and professional associations that can assist.

Managing complaints over the phone or in person

This is often the quickest way to resolve a complaint. You will need to consider:

• Scheduling in an appointment with the consumer. This will ensure you have enough time to address their concerns and prevent any interruptions to your discussion.
• If you are managing the complaint in person, ensuring the meeting place is private. This will allow the consumer to feel comfortable and therefore open to talk.

Managing complaints in writing

Encourage the consumer to lodge their complaint in writing if it is complex. This is because:

• It can help them organise their thoughts and therefore submit a clear and concise complaint.
• It ensures all the important information is provided to you.
• It allows the consumer time to plan and reflect.
• It allows you time to thoroughly review the complaint, gather relevant documents, consult with other staff members and provide a detailed response.

Other points to remember

• Respond promptly. Responding late can lead to further resentment and/or escalation.
• Maintain regular communication throughout the complaint process. You may also want to consider whether translation services are needed to ensure clear communication with the consumer.
• Allow the consumer to have a support person with them during meetings or calls (e.g., a friend, family member or representative).
• Avoid technical language.
• Listen, empathise and acknowledge the consumer’s concerns, and be honest and open when discussing the key issues raised.
• Refer to any relevant guidelines, codes of conduct, policies or procedures when explaining events and answering questions.
• Keep clear and accurate records of the complaint, the process used to manage it and the outcome.
• Provide a service which is culturally informed.

If you need further assistance or advice on effective complaints management, contact us.