While 90% of our Partners sailed through 2024 without directly handling complaints, the 10% who did uncovered a powerful truth: complaints are prime opportunities for progress. In today’s increasingly demanding world, how we handle these moments can define our brand. Do we exhibit our values?
Think of each concern as direct feedback, guiding us and elevating our service. Our Partners’ experiences prove just how much we can learn and grow from these situations.
Our complaint handling is built on Facilitate, Respond, and Manage, supported by a clear five-stage system.
It’s important to note that all complaint responses are managed with due consideration for relevant legislation and regulatory requirements. E.g., H&S and EDI.
Our Streamlined Five-Stage Complaint Management System:
- Facilitate receiving Feedback.
Make it easy! Remove any barriers (technophobia, age bias, unconscious bias – remember our earlier EDI blog discussion?). - Respond with a prompt acknowledgement. Set clear expectations: what, when, and how will they hear from us
- Manage by Strategic Navigation: Initial Assessment & Prioritisation. Immediately consider impact (complainant, team, business), urgency (risks of delay), and collaboration needs. Prioritise effectively.
- Addressing & Resolving Concerns. Clearly outline investigation steps, informing the complainant of timelines and contact points.
- Clear Conclusion: Providing Clarity on Outcomes. Deliver a comprehensive response detailing the outcome, reasoning, actions taken, and any options for further review or escalation. Robust documentation is key.
By embracing a complaint and seeing it as an opportunity, we can turn challenges into growth, strengthening client/patient relationships and maintaining our commitment to exceptional service.
As always, ensure there is robust documentation throughout the process.
We can help you work through any of the steps above, answer your queries, or provide templates to help. Book a free HCPG/virtual-cuppa via this link to share ideas.
The Offer of the Month is two fold:
Policy: https://hcpgaudits.co.uk/store/?f=NfxZGuCEkLQWTaC9R
Accompanying templates:
To stay up to date with HCPC compliance click here.
