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TITLE: GENERAL GUIDANCE TO REFERENCE #: PFR.PILS.001 PATIENTS/FAMILY MEMBERS WHO WISH TO MAKE A COMPLAINT IMPLEMENTATION DATE: MAY 2013 REVIEW DATE: MAY 2015 Why did it happen? What is your desired outcome? Any other information? 2. Complaint Letter Template Your address 1 Your address 2 Your address 3 Other contact details, eg phone, e-mail Date Name of contact person, if available Company Name Company address Re: [service provided] Dear [Contact Person or Customer Service Manager], On [date], I [service received] at [location and other details]. I am disappointed because [the service you provided, your service] was [unsatisfactory] because [state the problem as you understand it giving as much detail as possible]. To resolve the problem I would like you to [state the action you require for example, an explanation, an apology, the service performed again]. Enclosed is a copy/are copies (of any relevant documents]. I look forward to hearing from you and to a resolution of this problem. Please contact me at the above address or by phone [give numbers]. Yours sincerely [Sign] [Print Your Name] Enclosures: [state documents you have enclosed , if any] Cc: [Include Name of person or agency you want to send a copy of this letter to] Page 2 of 5
TITLE: GENERAL GUIDANCE TO REFERENCE #: PFR.PILS.001 PATIENTS/FAMILY MEMBERS WHO WISH TO MAKE A COMPLAINT IMPLEMENTATION DATE: MAY 2013 REVIEW DATE: MAY 2015 3. Complaints may be submitted in e-mail or writing to: E-mail: feedback@beaconhospital.ie Mail: Patient Safety, Quality and Innovation Department (PSQI) Beacon Hospital Beacon Court Sandyford, Dublin 18 BEACON HOSPITAL’S COMPLAINT REVIEW PROCEDURE 1. Internal review 1. An internal review mechanism is in place for regular evaluation to check that the complaint process works from both the consumer’s and organisation’s perspectives. The review and investigation strategies adopted will incorporate incident investigation tools such as Root Cause Analysis, Critical Incident Review or Clinical Case Review. 2. When complainants will not accept the outcome of the management of the complaint at the point of contact, a staff member of the Patient Safety, Quality and Innovation (PSQI) Department will initiate further review. 3. When reviewing a complaint, a Complaint Reference Number is assigned to ensure that all complaints in the organization are tracked, addressed and properly dealt with. 4. The PSQI reviewer may seek the assistance of the staff members, Departmental Manager, Clinician or members of the Executive Management Group (EMG) during the investigation process. 5. Employing incident investigation strategies focuses on reducing systems failure and managing for its inevitability, whether caused by technology, human error or procedurally. 6. Investigation and review of complaint must be completed within seven (7) working days. A response to the complainant is drafted and discussed with the Clinician, CEO or members of the Executive Management Group as appropriate. The final response is sent to the complainant within seven (7) working days. Page 3 of 5
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