In keeping with the HSE’s policy of resolving complaints to the Service User’s satisfaction as quickly as possible, the Complaints Officer should first attempt to resolve the complaint by informal means before commencing a formal investigative process.
The Complaints Officer should endeavour to contact the Complainant within <48 hours (two working days). Where appropriate the Complaints Officer should offer to meet the Complainant at a mutually agreed appropriate location. If the matter of the complaint involves clinical judgment issues, the Complaints Officer must be accompanied by the relevant parties, e.g. QPS/Clinical Director.
If the matters are resolved following this initial consultation with the Complainant (either by phone and/or meeting in person, within <48 hours), the following steps should be managed by the Complaints Officer:
- Update the Complaints Management System
- end Summary Letter to Complainant (which may include recommendations)
- Circulate the Anonymised Learning Notification as appropriate.
Further detailed information provided in Training
