We always recommend, where appropriate, that complainants discuss their concerns with the health service provider first. This is often the quickest and easiest way to address any concerns or fix a problem.
It’s important if you’re approached by a consumer with a complaint, that you take the time to listen to their concerns and consider how you might be able to address them.
Often people just want a clear explanation of what happened. Some complainants want an acknowledgement that something went wrong, even if the incident was unavoidable or unforeseeable. They may seek an apology, or to see a service improved to prevent the situation occurring again. Sometimes, complainants may want to see someone held accountable or be seeking compensation.
Experience suggests that people make a complaint because they genuinely feel that something was unsatisfactory with the health service provided to them. As a result, complaints provide an opportunity for you to view your service from the consumer’s perspective and to look for opportunities to improve.