Class 11. Complaints

Class Description: Policies, procedures and contacts for complaints

Contents Table

The Trust manages its complaints in line with regional and national guidelines and standards which can be obtained from the Department of Health Social Services and Public Safety web site: www.dhsspsni.gov.uk

The Trust has an operational policy that provides guidance to staff on what to do when they receive a complaint. An associated information leaflet ‘How to Comment on Our Services’ is available in all Trust facilities.

Comprehensive guidance is in place on the Representation and Complaints Procedure under the Children (NI) Order 1995. Associated information leaflets are available for adults and children/young people.

Complaints are closely monitored by the Chief Executive’s Executive Management Board and the Complaints Review Committee, a sub committee of the Trust Board whose membership comprise of Non Executive and Executive Directors of the Trust and a Senior Officer of the Eastern Health and Social Services Council. The Complaints Review Committee meets on a quarterly basis to monitor the handling of complaints, our performance against targets, identify those areas where improvements need to be made, and lessons learnt.

Complaints Management within the Trust lies within the remit of the Director of Planning, Contracts and Information. Two senior officers have been appointed to deal with complaints. Their address and telephone numbers are:-

For Community Services: Administrative Services Manager

Class No: 11

Class Name: Complaints

Class Description: Policy, Procedures and Contacts for Complaints

Reference Number	Content Title	Content Description	How to obtain / format	Frequency of update	Available from
11.1	Operational Policy AP/RO/01	Guidance for staff receiving a complaint	www.nwb.n-i.nhs.uk Hard copy on request	As required	Chief Executives Office 02890 327156
11.2	How to comment on our services	Information leaflet outlining to the public and their representatives the process of how to make a complaint about services provided by the Trust	On line Hard copy on request (Available in large print, audio tape and makaton)	As required	Chief Executives Office 02890 327156
11.3	Representation and complaints Procedure under Childrens (NI) Order 1995	Information leaflet	On line Trust Facilities or hard copy on request	As required	Chief Executives Office 02890 327156
11.4	Complaints Statistical Report	Statistics on complaints available in Quarterly and Annual Report	www.nwb.n-i.nhs.uk Hard copy on request	Quarterly	Chief Executives Office 02890 327156
11.5	HPSS Complaints Procedure	Information on HPSS complaints procedure	www.dhsspsni.gov.uk	As required	DHSSPSNI