Dear all,
I am a policy officer here at the Society’s national office and I’d really like your help with a Department of Health consultation on making complaints and how these complaints are responded to.
We feel that an understanding of people’s experiences of and feelings about making a complaint would be very helpful when we respond to the consultation. For example:
· Your experience of making a complaint and the process you had to go through
· Whether the outcome of the complaint was satisfactory
· How you felt about making a complaint (and how you were made to feel)
· Whether you have ever wanted to complain but haven’t
· What you think should be changed/improved in a new complaints system
In general, the Department of Health feel that the key points of a new complaints arrangement should be:
· A single system unified across health and social care
· An emphasis on providing support to those who find it difficult to make their voice heard.
· A quick and effective resolution, with a more personal and flexible approach
· A culture of openness and fairness, with a willingness to listen and apologise
· Complaints dealt with at a local level, with emphasis on people being able to talk to the people responsible for delivering and/or commissioning services
· A demonstrable change in the quality of services as a result of complaints
· People to decide whether to make a complaint to the provider of a service or the commissioner of the service, so that they are not fearful of complaining.
If anyone has any comments or experiences that they would like to share, then I would love to hear from you. You can respond on Talking Point, either to this thread or to my private inbox. Alternatively you can email me at louise.lakey@alzheimers.org.uk or telephone me on 020 7306 0606 (and ask for Louise Lakey).
Many thanks for all your help. I look forward to hearing from you.
Kind regards, Louise
I am a policy officer here at the Society’s national office and I’d really like your help with a Department of Health consultation on making complaints and how these complaints are responded to.
We feel that an understanding of people’s experiences of and feelings about making a complaint would be very helpful when we respond to the consultation. For example:
· Your experience of making a complaint and the process you had to go through
· Whether the outcome of the complaint was satisfactory
· How you felt about making a complaint (and how you were made to feel)
· Whether you have ever wanted to complain but haven’t
· What you think should be changed/improved in a new complaints system
In general, the Department of Health feel that the key points of a new complaints arrangement should be:
· A single system unified across health and social care
· An emphasis on providing support to those who find it difficult to make their voice heard.
· A quick and effective resolution, with a more personal and flexible approach
· A culture of openness and fairness, with a willingness to listen and apologise
· Complaints dealt with at a local level, with emphasis on people being able to talk to the people responsible for delivering and/or commissioning services
· A demonstrable change in the quality of services as a result of complaints
· People to decide whether to make a complaint to the provider of a service or the commissioner of the service, so that they are not fearful of complaining.
If anyone has any comments or experiences that they would like to share, then I would love to hear from you. You can respond on Talking Point, either to this thread or to my private inbox. Alternatively you can email me at louise.lakey@alzheimers.org.uk or telephone me on 020 7306 0606 (and ask for Louise Lakey).
Many thanks for all your help. I look forward to hearing from you.
Kind regards, Louise