Meeting documents

1.

Service managers (and all other staff) are informed about the Complaints procedure via our Complaints Guidance Manual – “Did We Do It Right?”  This includes details about complaints review.

2.

Teams are required to review complaints at least quarterly (or more often for more customer-facing services).

3.

We have a computerised complaints recording system “ServiceMail” and each section has a ServiceMail user who records their complaints on the system (usually the Head of Service’s PA).  The record includes a section for inputting whether complaints have been reviewed, whether there has been an improvement as a result of the review and the details of that improvement.  The user will contact the manager for every complaint to provide details to input into the record.

4.

Reports are then produced from the ServiceMail system quarterly and these are submitted to Departmental Management Teams and subsequently Strategic Management Board and the Standards Committee.  Improvements as a result of the review are identified separately and considered at these meetings.  At these meetings, the improvements can be looked at to see if there are also any corporate lessons which can be learned from the complaints.