Let us know what happened, when, and the outcome you would like. We can help you raise a concern in a way that works for you.
You may involve a support person or independent advocate. Making a complaint will not disadvantage your access to appropriate care.
Who handles your complaint
Our complaints lead coordinates the response and keeps a confidential record. If the complaint involves that person, another suitable person will handle it.
We explain the process, check relevant information and give everyone involved a fair opportunity to respond.
When you will hear from us
We acknowledge your complaint in writing within five working days, unless it has already been resolved to your satisfaction.
Within ten working days of acknowledgement, we decide whether the complaint is justified or determine how much more time is needed to investigate.
If more than twenty additional working days are needed, we explain why and the time required. While the complaint is open, we update you at least monthly.
As soon as practicable after a decision, we explain the reasons, any actions and how you can seek a further review.
Privacy and improvement
Complaint information is shared only as needed to investigate, respond and meet lawful obligations. You can ask about access to information relevant to your complaint.
We use appropriate lessons to improve care and service, protecting identities when sharing learning with the team.
