Reviewer Training Slides & Pack

• Part 9, Health Act 2004
• Health Act 2004 (Complaint) Regulations
• YSYS – Complaints not included
• Report Writing Tips
• Review Checklist
• Chronology of events
• Fishbone
• 5 Whys
• Risk Assessment Tool

Standard Letters and Report

• Complaints Manager Stage 3 Review Template Letter (Word Document, 133.1 KB, 2 pages)
• Standard Letters and Report Templates (Word Document, 280 KB, 47 pages)
• Standard Letters for use by Accountable Officers for YSYS Stage 2 and 3 Complaints / Reviews (Word Document, 164 KB, 12 pages)

Learning From Complaints 

• HSE Point of Contact Complaint Resolution and Escalation Form (Printable Document) (PDF, 103 KB, 1 page)
• HSE Point of Contact Complaint Resolution and Escalation Form (Editable Document) (Word document)
• HSE Your Service Your Say Anonymised Learning Summary Casebook Form (Printable Document) (PDF, 63 KB, 1 page)
• HSE Your Service Your Say Anonymised Learning Summary Casebook Form (Editable Document) (Word document)
• HSE Your Service Your Say Learning Notification Form (Printable Document) (PDF, size 54 KB, 1 page)
• HSE Your Service Your Say Anonymised Learning Notification Form (Editable Document) (Word document)
• Learning Forms Guidance (PDF, size 186 KB)

Posters

•  Poster: Assessing a Complaint
•  Poster: Complaints Management process Pathway
•  Poster: Timeframes for the Complaints Management Process 

Appointment of Complaints Officers

• Guidance for the Appointment of Complaints Officers and Review Officers
• Complaints Officer Appointment Form
• Appointment Revocation Notification