Service User Complaint Policy and Procedure
Purpose
To provide clear guidance to all users of NorthAble Services on how to raise any concerns they may have about services, content of services and the way services are delivered, so that their concerns are addressed in a timely and fair way.
Key Principles
Comments, Concerns and Complaints covered by this procedure may be about any service provided by NorthAble.
NorthAble welcomes complaints and comments from Service Users as they provide an opportunity for learning and improving the service provision.
NorthAble recognises that Service Users have the right to complain as specified in Right 10 of the Code of Health and Disability Services Consumers Rights.
A Service User’s complaint will not adversely affect the quality of service they receive.
Procedure
1. The Complainant may wish to discuss the issue with a friend/family member/advocate first
2. A complaint can be made – verbally (in person or telephone) or in writing (by survey, letter, or email)
3. The complaint can be raised with:
· the person the complaint is about or who is key in providing the service the complaint relates to
· this person’s Manager (Service Manager)
· an Advocate
· the Health and Disability Commissioner
4. The person contacted at NorthAble will actively listen to the issue, discuss the issue thoroughly with the Complainant and come up with an agreement on how best to resolve the issue or complaint.
5. Staff members will advise their Service Manager of all complaints received.
6. If the complaint is not resolved, the Complainant will be invited to contact the Service Manager.
7. The Service Manager will discuss/meet with the complainant. If the complaint has not been put in writing, the Complainant will be asked if they would like to do so. The Service Manager will attempt to resolve the complaint through listening, reviewing the issue, identifying the facts and if appropriate, through a facilitation meeting between the Complainant and the staff member involved.
8. If the outcome is still not satisfactory, or if the complaint is about the actions of the Service Manager, that complainant will be referred to the CEO. The CEO will attempt to resolve the complaint by listening, reviewing the issues, identifying the facts and facilitating any meetings that may be required.
9. If the outcome of the investigation carried out by the CEO is not satisfactory, the Complainant will be invited to contact the Health and Disability Commissioner or relevant Government Ministry or Department.
10. If the complaint is about the actions of the NorthAble CEO, the complainant will be advised to address it to the Chairperson of the NorthAble Board of Trustees, contactable through NorthAble offices. The Chairperson will attempt to resolve the complaint by listening, reviewing the issues, identifying the facts and facilitating meetings as required.
11. If the outcome of the investigation carried out by the Chairperson is not satisfactory, the Complainant will be invited to contact the Health and Disability Commissioner or relevant Government Ministry or Department.
The Complainant will be reminded, at each step inthe process that they are able to have a support person present and will beinformed of their right to contact the Health and Disability Advocacy Service,or other advocacy service of their choice.
Needs Assessment and Service Coordination Service (NASC) Appeals –Reconsideration Requests
Clients of the NASC service may wish to appeal part or all, of the needs assessment and service facilitation process. In the first instance you should take your appeal to your Service Facilitator who will:
- arrange, as appropriate, a further assessment or further service plan with staff who were not involved in the original assessment or coordination.
- present you with further plans
- if you remain dissatisfied, follow the Complaints Procedure detailed above by firstly taking the complaint to the Facilitation Services Manager.
Associated documents
· Service agreements with Ministry of Health / Ministry of Social Development
· Code of Health and Disability Services Consumer Rights
· Individual Service Feedback Form
· Complaint Form
· Customer Thermometer Survey Reports
· Feedback Register
Service Users Complaints Procedure Flow Diagram
Timeline
- The complaint will be acknowledged in writing within 5 working days of receipt unless resolved to the satisfaction of the complainant within this period.
- Within 10 working days of giving written acknowledgement, NorthAble will determine if any additional time is needed to process the complaint.
- If additional time is more than 20 working days, NorthAble will inform the complainant of this and the reasons for it.
- Every effort will be made to resolve complaints within 30 working days. The complainant will be updated on progress at not less than monthly intervals from date the complaint was received.
NorthAble Service Users Complaints Procedure Contact Information
(visit -www.northable.org.nz/about us for the CEO and Service Manager’s names)
Service Managers
NorthAble
40John Street
Whangarei, 0110
Ph:09 430 0988
Free ph: 0508 637 200
Email: northable@northable.org.nz
Chief Executive Officer (CEO)
NorthAble
40 John St
Whangarei, 0110
Ph: 09 430 0988
Free ph: 0508 637 200
Email:northable@northable.org.nz
NorthAble Board of Trustees (Chairperson)
NorthAble
40John St
Whangarei0110
Ph: 09 430 0988
Free ph: 0508 637 200
Email: northable@northable.org.nz
Health and Disability Advocacy
Free ph: 0800 555 050
Free fax: 0800 2787 7678 (0800 2 SUPPORT)
Email: advocacy@hdc.org.nz
Kaitaia: 09 408 0006
Kaikohe: 09 405 2262
Whangarei: 09 430 0166
Health and Disability Commission
Free ph: 0800 11 22 33
Email: hdc@hdc.org.nz
Address: PO Box 1791, Auckland,
Ministry of Health
POBox 5013
Wellington 6011
Ph: 0800 373 664
Email: dsdcomplaints@moh.govt.nz
Website: www.moh.govt.nz
Ministry of Social Development
PO Box 1556
Wellington6140
Phone:0800 556 006
Fax:04 918 0099
Website: www.msd.govt.nz