Welcoming complaints in a positive way
An effective complaints system goes out of its way to create a positive environment in which complaints are welcomed and resolved at the earliest opportunity. People know how to complain and can do this easily and without fear that it will affect their care. They are confident that their complaint will be taken seriously, looked at with empathy and answered as quickly as possible.
- All staff openly welcome complaints so they can identify and resolve issues quickly. Staff are trained to do this well and make sure people are being listened to and treated with empathy, courtesy and respect.
- Organisations clearly publicise how people can raise complaints in a range of ways that suits them and meets their specific needs. They make it easy for everybody to understand how the process works. This includes being clear about who can make a complaint and what will happen next.
- Organisations actively reassure people who use their services that their care will not be compromised if they make a complaint and what they can do if they feel it has been.
- The complaints procedure is responsive to the needs of each individual, and organisations make reasonable adjustments where required.
- Organisations make sure people know how to get advice and support when they make a complaint. This includes giving details of appropriate independent complaints advocacy and advice providers, any Patient Advice and Liaison service (PALs), and other support networks.
- Organisations make staff who are specifically the subject of a complaint aware of the issues as soon as possible, and tell them how to get ongoing advice and support.
- Staff respond to complaints at the earliest opportunity and consistently meet expected timescales for acknowledging a complaint. They give clear timeframes for how long it will take to look into the issues, taking into account the complexity of the matter.
- Organisations make sure staff can identify when issues raised in a complaint should be addressed (or are being addressed) via another route at the earliest opportunity, so a co-ordinated approach can be taken. Other possible routes include inquests, local disciplinary processes, legal claims or referrals to regulators. Staff know when and how to seek guidance and support from colleagues on such matters so they can give people information on the relevant process and explain where they can get support.
- Organisations regularly promote their wish to hear from service users and show how they use learning from all feedback (including complaints) to improve services.