IOH COMPLAINTS PROCEDURE 1. Introduction by MikeCallan

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									Industrial & Organisational Health REF Complaints Issue 2 Date May 2009

I.O.H.

I O H C O M PL A I N T S PR O C E D U R E Introduction

1.

IOH take pride in providing professional occupational health & safety services, which meet the customers needs. However there may be occasions when the service we provide does not meet the Clients expectations, in which case we want to know. If you have a complaint regarding any aspect of our services or staff please follow the steps set out in Section 3 below. This procedure shall be followed to manage any complaint raised by any individual or organisation that has contact with IOH. It shall exclude complaints raised by employees of IOH, which shall be managed through the IOH Grievance Policy as set out in the Employee Handbook. The definition of a complaint is an expression of dissatisfaction which requires a response. Where an issue is raised directly with the IOH employee and that matter is settled amicably between both parties the issue need not be recorded as required by this procedure. 2 Purpose

The IOH Complaints Procedure is intended to be 1. 2. 3. 4. 5. 6. 7. Accessible Transparent and open to scrutiny Consistent Fair to complainant and staff Timely Inquisitorial - a desire to find out the facts Used to stimulate continuous improvement.

The Procedure shall also support the individual complained about, by making them aware of the complaint at as early a stage as possible and by appointing a person to keep the person concerned, advised and informed about what is happening at all stages. 3 C o mp l a i n t s Pr o c e d u r e It i s n o t p os s i bl e t o p r e d i c t a l l c i r c u m st a n c e s w h e r e a c o m p l a i n t m a y a r i s e t h e r e f o r e t h e P r o c e d u r e i s i nt e n d e d t o a l l o w t h e IO H M a n a ge m e n t T e a m t o a d d r e s s e a c h c o m p l a i n t o n i t s m e r i t s . Th e f o l l o w i n g s t e p s ex pl a i n t h e p r o c e s s t h a t s h a l l be f o l l o w e d i n a l l c as e s t o e n s u r e t h a t co m p l a i nt s a r e a d d r e s s e d i n a n o bj e c t i v e a n d c o n s i s t e nt m a n n e r . C o m pl a i n t s w i l l b e i n v e s t i ga t e d i f t h e y h a v e b e e n m a d e w i t h i n 6 m o n t hs o f t h e d a t e o f t h e e v e nt , w h i c h h a s gi v e n c a u s e f o r c o m p l a i nt O R w i t hi n 6 m o n t h s o f t h e d at e o f d i s c o v e r i n g t h e re a s o n f o r t h e c o m pl a i n t . D i s c r e t i o n m a y b e a p p l i e d i n ex t e n d i n g t h e s e t i m e l i m i t s wh e r e , i n t he o p i n i on o f t h e O p e r a t i o n s D i r e c t o r , i t w ou l d h a v e b e en u n r e a s o n a b l e i n t h e c i r c u m s t a n c e s o f a p a r t i c u l a r c a s e f o r t h e C om p l a i nt t o h a v e b e e n m a d e e a r l i e r A N D w h e r e i t i s s t i l l p o s si b l e t o i n v e s t i ga t e t h e f a c t s o f t h e c a s e .

Industrial & Organisational Health REF Complaints Issue 2 Date May 2009

W h e r e m e e t i n gs a r e h e l d t o d i s c u ss a C o m p l a i nt , t h e C om pl a i n a n t a n d t h e p e r s o n c o m p l ai n e d a b o u t s h a l l b e e n t i t l e d t o h a v e r e p r e s e n t a t i o n o r su p p o r t . Step Guide 1 If you have a com pl ai nt re gardi n g an y m em ber of t he IO H st aff or t he servi c e provi ded you shoul d r ai s e t hi s wi t h t he person concern ed or t hei r i m m edi at e l i ne m ana ge r and di scuss t he com pl ai nt i n a const ruct i ve m anne r. 2 W here a com pl ai nt r egardi n g IO H has be en rai sed b y t he C l i ent ’s em pl o ye e di re ct l y w i t h t hei r em pl o ye r t he C l i ent shal l be request ed t o ask t he com pl ai nant i n t he fi rst i nst ance t o di sc uss t hei r com pl ai nt wi t h t he person con cern ed or t hei r i m m edi at e l i ne m ana ger as i n S t ep 1. The C l i ent shal l provi de det ai l s t o t he IOH Oper at i ons Di re ct or . IO H resp ect t he ri gh t of t he C l i ent t o i nst i gat e t hei r o wn C om pl ai nt s P rocedure, whi ch shal l be f ul l y support ed b y IOH. Thi s shal l not precl ude IOH car r yi n g ou t our own i nvest i gat i on. W here a com pl ai nt has been r efe rred b y t he Li ne M ana ger o r t he C l i ent t o an IOH em pl o y e e for l oc al res ol ut i on t he Li ne Ma nager or C l i ent shal l i nform t he Operat i ons Di rect or i n wri t i n g of t he out com e once t he m at t er i s set t l ed t o t he sat i sfact i on of al l concern ed. If t hat fai l s t o achi e ve a sat i sfa ct or y sol ut i on, t he com pl ai nant shal l be a dvi sed t o put t hei r com pl ai nt i n wri t i ng addr essed C ONF IDE NT IA L t o Bar r y Tuppe r – IOH Operat i ons Di r ect or and encl ose a cop y for Dr J ohn W oll ast on – C hai rm an and post t o IO H, Uni t 5, The S t ai t hes, The W at erm a rk, Met ro R i versi de, Gat eshead, T yne & W ear, NE1 1 9S N b y “speci al del i ve r y”. IO H shal l ackno wl e dge t h e com pl ai nt w i t hi n t wo worki ng d a ys o f recei pt and appoi nt an appropri at el y qua l i fi ed m em ber(s) o f st aff t o carr y out t he n ec essar y i nvest i gat i on and t o advi se t he IOH em pl o ye e. The p ers on(s) appoi nt ed shal l have t he ne cessar y professi onal ski l l s t o properl y i nvest i ga t e t he com pl ai nt . W here nec essar y, t h e Appoi nt ed P erson shal l obt ai n wri t t en consent from t he co m pl ai nant for ac cess t o confi dent i al i nform at i on i ncl udi ng m edi c al re cords r el evant t o an y i nvest i gat i on. W here nec essar y, t h e Appoi nt ed P erson m a y i nvi t e t he com pl ai nant t o at t end a m eet i n g t o di scuss t he com pl ai nt .

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Industrial & Organisational Health REF Complaints Issue 2 Date May 2009

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IO H shal l ende avour t o provi de t he com pl ai nant , t he person com pl ai ned about an d t he IOH C l i ent wi t h fort ni ght l y pro gr e ss report s and cl ose al l com pl ai nt s sat i sfac t ori l y wi t hi n si x weeks . Howeve r ci rcum st an ces m a y di ct at e t h at t hi s i s not possi bl e i n al l cases. W here an i nvest i gat i on and r e sol ut i on ex ceeds six weeks al l pa rt i es shal l be cont act ed and a revi sed t i m esc al e agreed. If t he com pl ai nant i s not sat i sfi ed at t he end of t hi s process t he y shal l be i nvi t ed t o a form al revi e w of t h ei r com pl ai nt , whi c h wi l l be heard b y a seni or m em ber of st af f ap poi nt ed b y D r J F W ol l ast on IOH C hai rm an. If t he com pl ai nant i s st i l l not sat i s fi ed the y sh al l be off ered t he opport uni t y t o ref er t he i ssue t o an i nde pendent arbi t e r e. g. AC AS . If t he com pl ai nt c an not be resol ved t o t he com pl ai nant s sat i sfact i on t hrou gh t hi s process t he y sh al l be i ssued wi t h t he cont act det ai l s for t he appropri at e prof e ssi onal bod y gove rn i ng t he person/ persons o r i ssue conc erned. IO H e m p l o ye e s s h a l l i m m e d i a t e l y i n f o r m t h e IO H C h a i r m a n a n d / o r t h e O p e r a t i on s D i r e c t o r i f t h e y a r e m a d e a w a r e t h a t a c o m p l a i nt c o n c e r n i n g t h e m h a s b e e n r e gi s t e r e d w i t h t h ei r P r o f e s s i o n al B o d y. T h e IO H C h a i r m a n s h a l l d e c i d e ho w s uc h c a s e s a r e m a n a ge d . T h e C o m pl a i n a n t a n d t h e p e r s o n c om p l ai n e d a b o u t s h a l l b e a s s u r e d t h a t c o n fi d en t i a l i t y s h a l l b e m a i n t a i n e d t h r o u gh o u t t h e process. A l l c o m pl a i n t s s h a l l b e m a n a ge d t h r o u gh t h e IO H Q u a l i t y S ys t e m i n c o m p l i a nc e w i t h Q M S 0 1 2 a nd r e c o r d e d a s a n o n c o n f o r m a n c e o n F o r m Q M S 01 2 A p p e n di x A a nd i s t h e r e f o r e o p e n a n d t r a n s p a r e nt a n d l i a b l e t o s c r u t i n y a n d a u d i t . D e t a i l s r e c o r d e d s h a l l b e l i m i t e d t o b a si c f a c t s a n d a gr e e d i m p r o v e m e nt s a n d na m e s a n d m e d i c a l da t a i d e n t i fi a b l e t o t h e p e r s o n s c o n c e r n e d sh a l l n ot b e r e c o r d e d . A gr e e d i m p r o v e m e n t s s h a l l b e r e c o r d e d o n F o r m Q M S 0 1 2 A p p e n d i x A a n d a do p t e d a s a p p r o p ri a t e . T h e IO H O p e r a t i o n s M a n a ge r s h a l l e n s ur e t h a t IO H C l i e n t s h a v e a c c e s s t o t h e c u r r e nt v e r s i o n o f t hi s p r oc e d u r e .

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