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 ?
The chain also won the categories for most child-friendly supermarket, best complaints procedure, best place to buy alcohol and best own value range.
'A complaints procedure already exists, but we intend to introduce changes and are considering an independent element to the complaints procedure.'
Mr Fry said: ``We will not be able to respond to matters which are the subject of the police complaints procedure or legal proceedings.''
The NHS says it is going to clean up the complaints procedure but what about the complaints that nothing has been done about?
The elderly are particularly affected by problems with the complaints procedure because they often suffer discrimination within the health service but may be confused by the system, the charity said.
Proposals include stopping doctors working while they are being investigated, speeding up the complaints procedure and making those struck off wait three years before applying to go back on the register.
Health Minister Jane Hutt said, 'Since the launch of a revised, more independent complaints procedure in Wales in April 2003, the NHS in Wales has been redoubling its efforts to ensure that complaints are handled more effectively at a local stage.'
Those who take a complaint to the RPC are often those who have exhausted the complaints procedure with one of the train companies.
Mr Payne's partner Jennifer Randell, aged 42, is following the NHS complaints procedure.
Under the new guarantee, anyone unhappy with "brochure promises" will go to a complaints procedure.
There are three main proposals, including putting greater reliance on the NHS complaints procedure.
Schools will not be required to set up a complaints procedure for parents for at least another year.

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