Complaints Procedure - Making Experiences Count (April 2009 Revised July 2010)
This new Complaints Procedure replaces the Complaints Policy (April 2007) for Adult Social Care.
Gloucestershire is committed to managing a single complaints system across health and adult social care by 2009 that "will focus on resolving complaints locally with a more personal and comprehensive approach to handling complaints."
The new complaints system will be less rigid and less process driven, bringing it into line with the new regulations. Services will be able to respond in a way that is the most appropriate to the individual and their circumstances emphasising local resolutions, personalised actions plans and remedial outcomes. They will also be expected to make it easier for people to make comments, compliments, concerns and complaints and that organisations will have robust systems for learning from service users experience and making changes and service improvements.
The underlying principles of this complaints system are:
- To get it right
- Be customer focused
- Be open and accountable
- Act fairly and proportionately
- Put things right
- Seek continuous improvement
Download the policy
- Community and Adult Care Directorate Customer Relations Annual Report
- Complaints Action Plan
- Complaints Procedure Flowchart
- Menu of Responses
- Self-assessment Tool
- Risk Assessment Tool