Staff responsibilities cont'd

We expect Heads of Service to:

·   review and investigate stage three appeals

·   make sure that the stage three process is completed within the

     appropriate timescales and that all information is added to the

     Customer Relationship Management system

·  when required, report details of the performance of complaint management to the service committee and/or Corporate Management Team

We expect Executive Directors to:

·   make sure their services comply with the  complaints policy and

     procedure

·  consider service user information in the planning and improvement

     of services

·   in line with our policy for handling unacceptable actions, respond to

     complainants whose behaviour is believed to be unacceptable

·   respond to compliments and make sure that the appropriate staff

     receive a copy of the correspondence

We expect the Corporate Service Improvement Team to:

·   log and acknowledge complaints, comments and compliments

     received by the Chief Executive's office, update the Customer

     Relationship Management system with the information and

     distribute to services for action

·   report exceptions and any other relevant information to the

     Corporate Management Team on a quarterly basis

·   periodically carry out a random sample of responses to make sure

     that our responses conform to  plain English principles

·   periodically carry out a random sample of response times to make

     sure that we are meeting the timescales for responses set out in the policy

·   identify further improvements to the Customer Relationship

     Management system and reporting facilities

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