HCSCC has accepted a complaint about your service. Now what?
We are impartial, independent, and obliged by law to treat everyone involved in a complaint equally. We are available to you and the complainant. We will pay careful attention to all information that is brought to us, and will promptly answer all questions directed to us. We keep an open mind and refrain from making judgments unless they are supported by direct evidence.
All information that is given to us is strictly confidential. We are bound to confidentiality by law and we take our obligations to confidentiality very seriously. We have stringent safeguards in place to protect the privacy of both parties in a complaint.
When a complaint is referred to us, we may:
- Notify you of the complaint in writing, along with pertinent details of the complaint and expected next steps.
- Assist the complainant to make reasonable attempts to resolve the problem directly with you within 30 days (when resolving the complaint directly is appropriate, otherwise we will move straight to the next step).
- Provide training and coaching about making and responding to complaints, if needed.
- If the problem is still not resolved, we will assess the complaint further. We will determine whether a complaint needs to be:
- informally mediated
- referred for conciliation (a more formal dispute resolution process)
- referred to a health professional registration board (if the complaint involves a healthcare provider)
- referred to a more appropriate body
- dismissed (no further action required).
At all times we commit to:
- acting independently, impartially and in the public interest
- protecting service users involved in a complaint from reprisals, threats or intimidation in any way related to the complaint
- making recommendations to improve safety and quality in service delivery
- monitoring and reporting complaint trends.
You can help us by:
- continue to try and resolve the complaint directly with the service user (if applicable)
- responding promptly to us when we ask questions about a complaint in progress and providing follow-up information and/or documents (such as service records) if we request them
- contacting us if you have questions or concerns
- cooperating with alternative dispute resolution processes such as mediation and conciliation if we recommend them
- implementing service improvements if we recommend them.