complaints procedure

complaints procedure

Any mechanism in the UK that insures that complaints about care services are dealt with effectively and in a timely manner.

Examples
Auditing comments and complaints received; categorising reasons for failure; naming the worker responsible for a particular complaint; encouraging collective discussion; problem solving before implementing solution and feedback to complaints team to improve future practice.
References in periodicals archive ?
For financial products, once you have exhausted the company's complaints procedure, you can go to the free Financial Ombudsman Service (Financialombudsman.
If you contact your home care office they will send you a complaints procedure and it will be pre-paid.
Telford and Wrekin PCT, which provides GP and community-based services in Shropshire, was guilty of not making information about its complaints procedure accessible to patients.
Our complaints procedure has three stages but they chose not to come back to us to have a review of the investigation.
But council leaders say the increase is a testament to their success in making the complaints procedure more transparent and easily accessible.
Transport minister Sarah Boyack said: "For the first time Scotland's bus users will have a complaints procedure with teeth when things don't go right and operators don't address the problem adequately.
The can provide advice on general queries and help people through the NHS complaints procedure.
Perhaps I need to complain about the complaints procedure.
DENBIGHSHIRE County Council is launching 'Your Voice' - a new comments and complaints procedure.
A SPOKESMAN for Coventry Teaching Primary Care Trust (PCT) said: "The PCT was aware of the original complaint made in 2004 which was dealt with under the NHS Complaints Procedure and investigated by the Healthcare Commission.
It found one in five believed their organisation was at risk because of personnel issues and 16 per cent had no staff induction or complaints procedure.

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