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Annual Work Programe 2003/2004
3.0 OBJECTIVE 2
To provide complaints assistance
3.1 ASSISTANCE TO COMPLAINANTS
Action
- To follow EHSSC's Complaint's Protocol
in providing information and advice about complaints procedures
to members of the public wishing to make a complaint.
- Assist and empower complainants
in the complaints process.
- Accompany and represent complainants
at meetings and hearings.
- Encourage the promotion of the
Council's advocacy role.
- Undertake a follow-up survey of
a sample of people assisted, to assess their satisfaction
with the service given.
- Evaluate and revise standards
set.
3.2 MONITORING OF COMPLAINTS
- Monitor complaints made to Trusts, CSA, Registration
and Inspection Unit and Eastern Health and Social Services
Board to identify issues/trends and outcomes.
- Ensure that lessons are learned and corrective action
taken where necessary.
Resources
Chief Officer and Staff
Action Plan
| Activity |
Target |
Target Date |
Evaluation |
| Service to Complainants |
Accessible and quality service |
Ongoing |
Survey of complainants Results to
be published. |
| Monitoring of complaints made to R&I
Unit, Trusts and Board |
To evaluate complaints handling, outcome
and corrective action taken |
Attendance at review meetings at Trusts
and EHSSB |
|
| Participation on Regional Group |
To seek to influence future policy
and procedures |
2003/2004 |
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| Facilitate public engagement in consultation
process |
Engage service users and complainants
to ensure that voice is heard |
2003/2004 |
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