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How effectively an organisation responds to complaints is
an indicator of their whole culture and approach to valuing
and respecting the user of the service. Also, when problems
do occur, it is essential that investigations are carried
out in a professional and sensitive manner
We have experience of investigation including presentation
of evidence to independent tribunals. We are also able to
audit complaints systems, evaluating their effectiveness.
We can provide the following services:
- Second stage (i.e. beyond local resolution) independent
complaints investigation.
- Investigation and reporting on specific areas of concern
within an organisation.
- Review and development of complaints systems and procedures.
This can include the design of manual and electronic tracking
and recording systems.
- Evaluation of user and staff satisfaction levels within
specific service areas.
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