All healthcare providers have a complaints management process overseen by a designated Complaints Manager.
Complaints Managers ensure that the complaints management process is implemented in line with Your Service Your Say, the Management of Service User Feedback Policy for Comments, Compliments and Complaints 2017 and that the process is championed throughout the organisation.
The Complaints Manager also ensures that processes are in place to support staff and clinicians and that learning is captured, shared and used to improve services.
The Consumer Affairs Office also plays a role in enabling the complaints process by ensuring that it is effectively implemented throughout each Community Healthcare Organisation and Hospital Group; providing various levels of training to staff, Complaints Officers and voluntary organisations on all aspects of complaints handling as well as support and advice to services users and staff on the complaints management process.
For further information please see Listening and Responding to Feedback. Information is also available for supports for Service Users and supports for staff