Why do people complain?
A lack of understanding between the service user and service provider, usually related to some form of communication difficulty, is often at the heart of many complaints.
The HCSCC encourages service providers to discuss complaints made by service users openly and frankly. This gives providers and service users an opportunity to sort out misunderstandings at an early stage.
Other common reasons people complain are because they
- want information
- want a problem solved
- do not want to see others face a similar problem
- want to improve the service user/provider relationship for themselves and others in the future.
Very few people who complain want to get involved in litigation or seek compensation. Litigation is often used as a last resort when all other efforts have failed.The HCSCC encourages you to treat complaints as an opportunity to
- help your service users understand their care and treatment
- learn about how your service can improve
- protect and enhance your reputation.