Complaint Policy and Procedure

HEALTHWATCH SEFTON:  COMPLAINTS POLICY AND PROCEDURE

 

  1. POLICY STATEMENT

Healthwatch Sefton (HWS) seeks to maintain and enhance our commitment to the provision of high-quality services, in accordance with the needs and expectations of Sefton residents and local stakeholders, and to resolve a complaint as quickly as possible.

Any such complaint relating to any aspect of HWS will be taken seriously and processed according to the agreed procedure.  Details as to the formation of a complaint will also be provided.

  1. OBJECTIVE OF THE POLICY

This policy has been designed to provide guidance to both our customers and staff on the manner with which HWS receives and manages the complaint. HWS is committed to being consistent, fair and impartial when handling the complaint.

The objective of the policy is to ensure that:

  • The complainant is aware of our complaint receipt and handling processes.
  • Both the complainant and our staff understand our complaints handling process.
  • The complaint is investigated impartially with a balanced view of all information or evidence.
  • Reasonable steps are taken by us to actively protect the personal information within the complaint.
  • The complaint is considered on its merits taking account of individual circumstances and needs.
  • Effective communication is maintained with the complainant throughout the complaint’s procedure.
  • The complaint is resolved within a reasonable and stated time frame.

  1. DEFINITION OF A COMPLAINT

A complaint is simply defined as an expression of dissatisfaction with HWS, which requires a response.

  1. SCOPE OF THE COMPLAINTS PROCEDURE

HWS is committed to the establishment of an effective complaints procedure which will:

  • Be easily accessible and advertised on our website (www.healthwatchsefton.co.uk)
  • Be easy to understand and use
  • Operate promptly within a specified timescale designated to deal with complaints
  • Ensure that the complainant is kept informed of ongoing progress in his/her complaint
  • Be fair, with a complete and unbiased enquiry
  • Be confidential, thus ensuring fairness to both the complainants and staff
  • Produce detail to implement improvements to the service and thus eradicate shortcomings identified via the remedial process

  1. TIME LIMITS FOR THE SUBMISSION OF A COMPLAINT

A complaint should be submitted within 12 months of the occurrence of the relevant incident or concern.

This time limit can and should be waived if:

  • Investigation of the complaint remains practical for such investigation in that the records and individuals concerned are available to participate in the enquiry, and
  • The complainant can demonstrate reasonable cause for delay in submission of the complaint, and
  • HWS Manager considers that discretion can be applied in the circumstances of that reasonable delay in submission.

  1. HOW A COMPLAINT CAN BE MADE

A complaint can be made:

  • Verbally, ( tel: 0800 206 1304) and a written record of the complaint will be made , a copy of which will be available to the complainant.
  • In writing, and addressed to the Manager, Healthwatch Sefton, Sefton CVS, Suite 3B, 3rd Floor North Wing, Burlington House, Crosby Road North, Waterloo Merseyside L22 0LG
  • By email, (info@healthwatchsefton.co.uk) for the attention of the Manager

  1. PROCESS FOLLOWING RECEIPT OF COMPLAINT

  • The complaint will be acknowledged by the Manager within 5 working days of receipt.
  • The Manager will investigate the circumstances outlined in the complaint and will reach a decision as to the outcome.
  • A response will be sent to the complainant within 28 working days of initial receipt of the complaint.
  • If the complainant is dissatisfied with the response to and decision re the complaint, (or, because the complaint involves the Manager), a letter may be sent to the Chair of Healthwatch Sefton, at the address above.
  • The Chair will acknowledge receipt of the letter from the complainant within 8 working days.
  • Such an appeal to the Chair for a review of the response to the complaint (or where the complaint involves the Manager) will be investigated further by the Chair or a Director, on their behalf.
  • The Chair/Director will aim to arrive at a decision, and notify the complainant of their conclusions within 15 working days of receipt of the appeal.

 The response to the complainant will detail:

  • A summary of the issue from the complainant’s perspective
  • A summary of the evidence and sources consulted so to inform a full and fair investigation.
  • A clear and concise presentation of the findings for each issue
  • A conclusion, stating clearly whether the issue is ‘upheld’, ‘partially upheld’, ‘not upheld’, unless ineligible, in which case the reason will be stated, e.g. ‘out of time’, or ‘out of jurisdiction’
  • An explanation of the outcome and whether any remedial action or pointers for business improvements have been identified from the investigation
  • An apology when the issue is upheld from the responsible individual and shortcomings or errors have been identified

Should the complainant remain dissatisfied with the decision, referral will be made to a competent, independent person who will review the decision and make recommendations, as appropriate.

All complaints received and decisions reached will be made available to the Chair and Directors of HWS.  This action will complete the Healthwatch Sefton Complaints Procedure.

Complaints will be monitored and business improvement actions incorporated into the planning process, as appropriate.

 

Approved: November 2024

Review date: November 2025