ow to raise Compliments and Complaints
|
IALCH is committed to providing the highest possible standard and range of health care services, within the resources
available. IALCH, therefore, has a policy for complaints, the principles of which all staff is expected to uphold.
|
The general purpose of this policy is to be aware of and responsive to the needs and expectations of patients/clients, their
families, communities and the general public. This is achieved through the
existence of a mechanism through which concerns can be raised; by ensuring
full, fair, considerate and diplomatic complaints’ replies that lead to
satisfactory explanations and conclusions to all concerns raised and;
provision of staff learning opportunities to focus and prioritise on the
continuous improvement in the delivery of care.
|
The CEO will respond to all complaints referred
to him. This will either be in the form of a detailed, personally signed
response or a shorter letter covering a full report from the Domain
Manager or the Nursing & Quality Manager.
|
The complaint will be acknowledged within two (2) working days or a full reply will be sent within five (5) working days following receipt by the Senior Manager concerned.
|
Should the complainant remain dissatisfied, they
will be advised to pursue further action through an Independent Review,
and if still not satisfied – through the Ministry of Health.
|
IALCH also welcomes compliments as they are seen
to provide a mechanism for assessing aspects of care that are satisfactory
and appreciated by patients/clients, their families, communities and the
general public.
|
Comments / Compliments / Complaints can be forwarded for the attention of the CEO, using the above address or
telephone number OR through use of the below e-mail questionnaire.
|
| Email questionnaire:
|