Complaint Handling
Here is The Moore Adamson Craig Partnership template for decent complaint handling. We use it in discussions with complaint handlers and as a basis for auditing their departments. It has to be adapted to the needs of particular clients in the light of the volumes and types of complaints they see and the resources they have to tackle them.
You can assess yourself using the blank template below which we thoughtfully provide or get us to give you a hand.
- Complaint Handling Audit Grid
- Complaint Management Template
Right click the links above and select ‘Save Target As…’ to download.
It won’t break the bank and it may well cost you less than the cost of just one fully escalated complaint. It will also keep you off those pesky top ten sinners lists.
We will negotiate a more precise price with you when we know more about your situation.
The M-A-C Offer
We will design, field and analyse/report a complaints survey for you.
We can field a self-completion survey of complainants who have had their complaints considered formally by the complaints department for £10,000 excluding the costs of print and postage and VAT. If you want to add in a survey of those who have contacted your PALS department with a query or problem – something we very much recommend for reasons we state in the article – we will do both for £12,500.
These surveys will be considered as hard evidence backing up any assurances given to the Healthcare Commission that will fit the proposed new core standard.
- A survey and process review will help you meet the first provision about meeting the needs of complainants
- If you have a process which you understand and have confidence in, integrating with others and keeping it simple for the complainant becomes easier
- You will be helping your people to arrive at outcomes that create higher satisfaction sooner.
- Your system will produce decent data to drive action and improvement.
