FEEDBACK AND COMPLAINTS POLICY
Purpose
At Mental Health Innovations (MHI), we are committed to providing excellent services and quality interactions for all clients, potential clients, and the public in general. This policy and procedure exist to ensure recourse for clients and individuals who wish to provide feedback to MHI regarding its performance. The scope of this Policy and Procedure is intended to cover external feedback and complaints.
Policy Statement
MHI is dedicated to providing exceptional service in all that we do and ensuring a healthy relationship with those who interact with us, at all levels from CEO to front line delivery. MHI has a Feedback and Complaints Policy and Procedure to ensure all complaints are handled as efficiently and effectively as possible and in an unbiased manner. MHI recognizes that an individual is entitled to make a complaint. The following outlines our policy and procedures for the handling of verbal and written complaints.
MHI responsibilities include:
Providing an efficient, fair and structured mechanism for handling complaints.
Providing access to the complaints handling process, including those with disabilities and different needs.
Keeping the complainant informed as to the progress of their complaint and the expected timeframe for resolution.
Meeting a minimum of bi-annually to review all complaints received and resolved so that organization-wide improvements can be made.
Employee and Associate responsibilities include:
Ensuring all clients and potential clients are made aware of the existence of this Feedback and Complaints Policy and Procedure.
Upon being made aware of a complaint by a customer or individual, reminding them of the existence of this Policy and Procedure and notify their supervisor.
Supervisor/Manager responsibilities include:
Commencing the investigation process as required by this Policy and Procedure.
Notifying the CEO and Partners of the receipt of a complaint.
FEEDBACK AND COMPLAINTS PROCEDURE
Receipt of Complaints
Complainants will be asked to provide their complaint in writing to the receiving individual unless received by front-line staff. Members of the general public may use the Feedback and Complaints Form available at: supportyourpeople.com/feedback.
If received by frontline staff, the staff person will request that the complaint being sent in writing directly to their supervisor. The receiving staff will notify their supervisor to expect the complaint. The individual receiving the complaint (with the exception of frontline staff) will then either commence investigation of the complaint or escalate the matter to the appropriate level.
The individual receiving the complaint will:
Confirm receipt of the complaint with the complainant within two (2) business days and will connect with the complainant either by meeting, phone or in writing to confirm the details of the complaint as well as ask any questions that they may have. Where written complaints can be resolved quickly, a letter of reply will replace acknowledgment of the complaint.
Explain to the complainant the available courses of action.
Commit to positive action immediately and seek to resolve the complaint (if possible).
Determine whether the person making the complaint is satisfied with the proposed course of action, if not, suggest an alternative.
Follow up and monitor the outcome to confirm that the person is satisfied and has received appropriate feedback.
When an investigation is warranted:
The CEO and Partners will determine who will undertake the complaint; an internal, impartial individual or in exceptional cases an outside party.
Where written complaints warrant investigation, the letter of acknowledgment of receipt of the complaint will also give a tentative response date and outline the process for resolving the complaint.
A complaint’s investigation will follow these steps:
Assessment – ensuring a full understanding of the complaint and determining if there is a violation of company policy and procedure or expectations.
Investigation – gathering all relevant information and material. This may include interviewing the complaint, employees and associates, other relevant individuals as well as pertinent materials.
Rendering a Decision – reviewing the information collected, determining if further information is required. Compare the information gathered against company policy and procedures, legislation etc. Ask for advice internally and externally as required to ensure an appropriate decision.
Taking Action – take any action required to correct any error that was determined to be made, put in place any strategy or change that may be required etc.
Respond – follow-up with complainant to review the final decision and any action that has been taken. Complete any notes, closure and notifications needed prior to closing the complaint. Retain documentation and be prepared to speak about the complaint at the next quality improvement meeting.
Once a complainant has been notified of a decision and any action, the individual handling the complaint will inform the complainant of the steps to take if they are not satisfied and wish to escalate the complaint. The next step in the process would be to escalate the complaint to the CEO and Partners. Upon receipt of the escalated complaint, the CEO and Partners will be provided with the investigation file as compiled by the supervisor or responsible person. The CEO and Partners will notify the complainant of receipt of the complaint and anticipated timelines for response. The CEO and Partners will then review and follow any the investigation process identified above as necessary in order to render a final decision. The complainant will be notified of the decision and actions in writing and the file will be closed.