Complaints policy

1. Purpose:
WHATEVER views complaints and feedback as an opportunity to improve the quality of services provided to consumers/patients. Patient complaints help us to understand how patients feel about our services and bring to our attention areas where improvement is needed.

2. Scope:
This policy applies to all WHATEVER employees (permanent, temporary and casual), visiting Medical Officers and other partners in care, contractors and contracted providers, consultants and volunteers.

3. Principles/Procedure:
The process relating to complaints about the WHATEVER services is shown in the flow chart attached to this policy.When complaints relate to health information, we will apply the Health Information Privacy Code (1994). We will not release health information in any form to the complainant unless the complainant is the patient/client, or the complainant has the express consent of the patient/client, or the complainant is the patient/client representative.Receiving and acknowledging a complaint
All complaints should be made following the process outlined on the flow chart displayed on the front desk in the reception area at WHATEVER.Any employees can receive a complaint from a patient/client or their representative. The employee receiving a complaint must record the details of the complaint and the issues the complainant would like investigated. It is helpful to find out from the complainant what would resolve the issue for them. The employee must advise the complainant about advocacy and the Code of Rights where the complaint is about health services and the Privacy Commissioner where the complaint is about health information. Any employee who receives a complaint must inform their direct line manager as soon as possible. Every attempt should be made to resolve the complaint at this time.
1. When a complaint is made regarding WHATEVER or the staff of WHATEVER the manager will meet with both parties and endeavour to find a solution. If the manager or a Member of the Board of Trustees is the subject of the complaint, the statement should be given to the Chairperson of the Board. If the Chairperson of the Board is the subject of the complaint the statement may be given to any other Member of the Board of Trustees.
2. The complainant will be encouraged to select a support person from outside the organisation if they choose. Additionally, they will be informed of available independent advocacy services.
3. When a complaint is not resolved between parties, the complainant shall provide a written and dated statement to the manager
4. Within 14 days of receipt of a complaint the Manager or Board must advise the complainant of the proposed action. The Manager, or duly authorised person, will establish a process of investigation and an estimate of time needed to adequately investigate the complaint. This information will be communicated in writing to the complainant and their support person and/or advocate. If the investigation is expected to take longer than 28 days an explanation must be given.
5. If the outcome of the investigation is unsatisfactory to the complainant an appeal may be lodged in writing to the Chairperson or other Member of the Board, who will convene a panel consisting of themselves and another two trustees to investigate the complaint.
6. If the outcome is still unsatisfactory to the complainant an independent mediator will be used. The mediator must be agreed to by both parties.
7. WHATEVER must adhere to the required legislative requirements, including:
- Employment Relations Act 2000
- Health and Safety at Work Act 2015
- Privacy Act 1993
- Human Rights Act 1993Communication and outcome for a complainant
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All contact will be with the complainant, patient/client and/or their advocate only. Complainants have a right to have their complaint resolved as quickly as possible and must be informed in writing of the outcome. The complainant is updated every ten working days. At no time may the intervals between contact with the complainant exceed one month. Please note the complainant and patient/client may be the same person. In some case where they are not, the patient needs to give consent for the complainant to represent them.As soon as the investigation is completed, the investigator will contact the complainant or their advocate to discuss their findings. A meeting to have this discussion should be offered but if the complainant declines, the information may be conveyed verbally and then followed up by the formal written response. If the complainant wishes certain staff to be present at the meeting, staff will attend. The patient/complainant (or the patient’s representative) is entitled to receive all information held by WHATEVER that is relevant to the complaint. However, there may be exceptions to this entitlement, so the release of this information must be consulted with the manager and if not appropriate the board prior to the release of information outside of the standard complaint response. If the complainant is not satisfied with the outcome of the investigation, then their outstanding concerns and the investigation material will be reviewed by the manager if appropriate and/or board to decide if a re-investigation or further investigation will help to resolve the complaint. If it is decided that further investigation or a re-investigation will not help resolve the complaint, then the complainant must be informed of this and of their right to seek further assistance towards resolution from:
- Nationwide Health and Disability Advocacy Services, or
- Health and Disability Commissioner,
- Or in respect of Privacy Act complaints, Privacy Commissioner Employee/s Named in a complaint
Any employee/s named in a complaint must support the investigation and resolution process.We recognise that complaints and complaint investigations can be stressful for employee/s and we are committed to providing support to affected employee/s.The employee/s named in a complaint must be:
- Notified by the manager, that they have been named, the nature of the complaint and that the full details have been forwarded to the investigator.
- Advised in writing of their support options.
- Contacted by the person investigating the complaint as soon as possible and given the full details of the complaint.
- Given the opportunity to respond to the complaint.
- Informed of the investigation outcome
- Given the opportunity to read the final draft letter and told when the final letter was sent to the complainant.
- Updated regularly throughout the investigation process.
- Will participate in apology – open disclosure if needed.

4. Policy Statement:
We want to ensure that these complaints are addressed honestly, thoroughly, and promptly. While we can’t change what happened to the patient/client, we will do what we can to make it better and learn from the event. We strive to ensure that complaints are dealt with fairly and promptly, using a process that encourages the parties involved to find a solution to the problem. The effective management of patient/client complaints enhances patient/client experiences of the services provided by WHATEVER and assures patients that we value their feedback. We will be open and honest with the complainant and keep them informed throughout the complaint investigation process.The process of empowerment involves individuals speaking and advocating for themselves.  Young people have the right to complain and act on their own behalf. Conflicts are often worked out through discussion and informal mediation. If a complainant believes that the informal process has not satisfactorily resolved the matter, the formal procedure is to be followed.

5. Roles and responsibilites:
All staff:
- To be aware of the complaints process at WHATEVER and follow the flow chart as strictly as possible.
- To notify the manager as soon as possible that a complaint has been made.
Manager:
- To ensure the complaints process is followed correctly and that all steps are covered and support is offered to the complainant and staff member/s involved.