Complaints Policy and Procedure of Training and Assessment in Healthcare Ltd.

Complaints Policy and Procedure

Training and Assessment in Healthcare Ltd views complaints as an opportunity to learn and improve services for the future. We value our clients and take all complaints seriously; we are committed to solving complaints as soon as they are brought to our attention.
 

Our policy is: 

• To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint about our service or organisation

• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint (see website for contact details)

• To ensure everyone at Training and Assessment in Healthcare Ltd. knows what to do if a complaint is received 

• To make sure all complaints are investigated fairly and in a timely way 

• To make sure that complaints are, wherever possible, resolved and that relationships are repaired 

• To gather information which helps us to improve what we do 
   

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the service provided by Training and Assessment in Healthcare Ltd.

A complaint can be received verbally, by phone, by email or in writing

(This policy does not cover complaints by Training and Assessment in Healthcare Ltd staff: in this instance please refer to the Grievance or Disciplinary Policies)
 

Confidentiality

All complaint information will be handled professionally and using a sensitively approach; this will be shared on a need to know basis in line with data protection requirements.

Training and Assessment in Healthcare are committed to providing a high quality service to all our clients. When something goes wrong we need you to tell us about it - this will help us to improve and to reinforce our continued aim to deliver standards of excellence.

When making a complaint please include as much information as possible and if appropriate advise us of how you think this situation can be resolved.
 

Receiving a Complaint 

• The person who receives complaint via a telephone call, email  or in person will record the facts of the complaint, including the complainant's name, address and telephone number 

• Relevant facts and detail in regard to the complaint will be recorded and stored securely 

• A copy complaints policy and procedure will be provided to the complainant

• The complainant will be informed of what will happen next and how long it is expected for the investigation to take place

• Where appropriate, the complainant will be sent a written account by post or by email so that the complaint is recorded in the complainant’s own words
   

Resolving Complaints
 

Stage One: 

• Where possible a complaint will be resolved by the person who the complaint is about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. 

• If this is not possible the person who receives the complaint will pass it on to the relevant person within 1 week

• A person will be delegated to ensure the complaint is investigated and appropriate action taken in a timely manner.

• Where possible the investigation should be complete within 14 days or a progress report provided with an indication of the final conclusions and any action taken as a result of the complaint.
   

Stage Two

• If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed by the Director or referred to another delegate at the appropriate management level.

• Written confirmation from the person involved in reviewing the complaint should be given in 14 days.

• The person delegated to review the complaint will re-visit any paper work, talk to the complainant and others involved in the complaint and investigating stage one.

• Complaints should receive a definitive reply within 4 weeks or a progress report submitted with an indication of a full response will be given.

• The decision at this stage will be final unless it is appropriate to seek external assistance to find a resolution.
   

External Stage

If all efforts to resolve the situation have been unsuccessful, you may wish to ask for assistance from an external organisation such as:

• ICB - Integrated Care Board

• Personal Health Budget Direct Payments Team

• Qualification Awarding Body - Highfields

• An advocate not connected to the organisation

• Norfolk Safeguarding Adults Board – Norfolk County Council
   

How to contact us:

Written complaints may be sent to: Mrs Linda Evans, Managing Director

Training and Assessment in Healthcare Ltd, 15 Hurricane Way, Norwich, Norfolk NR6 6EZ

Verbal complaints may be made by phone to any of the staff team including to the director on: 01603 611107 or via email to training@tihcuk.com

Or in person to any of Training and Assessment Ltd staff at any of our meetings or training venues.