Comments

Comments

Definition of a comment

A comment can be described as a personal opinion or belief, feedback or remark expressed by a customer.

Example:

"Regarding the closure of Shawhead Roundabout, I think they should close it after 10pm to carry out essential repairs".

Comments will be recorded in the CRM and reviewed as part of

continuous improvement processes.  A letter of acknowledgement should

be sent to the person making the comment. 

This will be done in accordance with our service standards for responding

to general correspondence.

All comments and suggestions received will be recorded in the Customer Relationship Management system.

Compliments

Definition of a compliment

A compliment is defined as a service user statement of positive recognition or praise for a service or individual.

Example:

"I am writing to thank you for the excellent care provided to my father following his injury last week".

When services receive a compliment the details will be logged in the Customer Relationship Management system and the staff concerned advised of the details of the compliment by their line manager.

A letter of acknowledgement should also be sent to the person making the compliment.  This will be done in accordance with our service standards for responding to general correspondence.

Data Protection and Human Rights

We will ensure that the principles of the Data Protection Act 1998 and the Human Rights Act 1998 are adhered to in relation to retaining personal information and providing a fair and accessible procedure.

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