Complaints and Grievances Policy for First Call Therapy

Purpose

The purpose of this policy is to outline the procedure for making and resolving complaints and grievances for our company. We take all complaints and grievances seriously and are committed to providing an effective and efficient process for resolving them.

Scope

This policy applies to all clients, employees, subcontractors, and stakeholders of our company.

Definition

For the purposes of this policy, the following terms shall have the meanings assigned to them:

Complaint: An expression of dissatisfaction, whether justified or not, about any aspect of our therapeutic services.

4.1. Making a Complaint or Grievance

Any person who has a complaint or grievance should raise it with the relevant person as soon as possible. The relevant person for a complaint will be the clinician or staff member involved. For a grievance, it will be the  line manager.

4.2. Formal Complaints and Grievances

If the issue cannot be resolved informally, the person making the complaint or grievance should put it in writing to the appropriate Director. The written complaint or grievance should include the following details:

Name of the person making the complaint or grievance

Date and time of the incident or issue

Details of the incident or issue

Names of any witnesses, if applicable

Any action already taken to address the issue

Desired outcome or resolution

4.3. Acknowledgement

Upon receipt of a formal complaint or grievance, the appropriate director will acknowledge receipt within five working days.

4.4. Investigation

The appropriate director will investigate the complaint or grievance thoroughly and impartially, and will involve all parties concerned. The investigation may include interviews with witnesses, review of documents, or any other necessary steps to establish the facts.

4.5. Outcome

The appropriate director will provide a written response to the complainant or grievant within 10 working days of the receipt of the complaint or grievance. The response will include:

A summary of the investigation

The outcome of the investigation

Any actions taken or proposed to address the issue

Any further actions the complainant or grievant may take if they are not satisfied with the outcome

4.6. Escalation

If the complainant or grievant is not satisfied with the outcome, they may escalate their complaint or grievance to the Managing Director.

4.7. Confidentiality

All complaints and grievances will be treated with the utmost confidentiality. Information will only be shared on a need-to-know basis with those involved in the investigation and resolution of the complaint or grievance.

Review

This policy will be reviewed annually.