West Suffolk CBT Service complaints management procedure and response standards

 

Although complaints are very rare the West Suffolk CBT Service has an obligation to its clients and purchasers to handle complaints promptly, fairly and effectively. Whether or not a complaint is well founded, the West Suffolk CBT Service takes a view that complaints provide an opportunity both to enhance the reputation of the service and to learn lessons for the future. The West Suffolk CBT Service adheres to a complaints policy summarised below and detailed in its complaints policy and procedure.

 

Primarily the West Suffolk CBT Service will determine whether a report of dissatisfaction from any service user or purchaser amounts to a complaint (please see Section 2. of complaints policy). If it is determined that a complaint has been made then the West Suffolk CBT Service will follow a procedure as set out in the attached “Complaints Handling Guidance” (see appendix). Complaints will be investigated and responded to in writing within 28 days. The Managing Director of the West Suffolk CBT Service will make arrangements for the creation of a file pending resolution of the complaint. If a complaint is made about a clinician by their client then it may not be advisable for the clinician concerned to continue meeting with their client. The client may be invited to work with an alternative therapist.

 

At the conclusion of the complaints procedure we will consider a number of options (see section 5. Annex 1). These will range from offering a full apology to suggesting to a service user or purchaser that they contact a clinician’s regulatory body to make a formal complaint. If a complaint looks likely to develop into a legal claim then the West Suffolk CBT Service will advise the complainant to seek independent legal advice.

 

If a substantiated complaint is made then it is expected that some form of corrective action will be taken by the West Suffolk CBT Service. The Managing Director will determine whether changes in procedures or system are necessary. All complaints will be entered in a central register of complaints which is kept by the Managing Director of the West Suffolk CBT Service. This register will be reviewed at half yearly intervals to identify any trends or opportunities for improvement. If a complaint is made about the Managing Director then the Clinical Director or Associate Director will manage the complaint.