COMPLAINING ABOUT A SERVICE
Complaining is a reasonable way of letting it be known that you are unhappy about what has happened, you could use Power Tool 10 to help you.
It is OK to complain
about something, however unimportant it may seem. If it is important for you
then it matters.
You have a right to be
treated and cared for in the best way possible. You have a right to be
protected from mistreatment, neglect or any kind of attack on who you are. If
you are subjected to mistreatment of any kind you have the right to complain
about it and for your complaint to be taken seriously.
When you are feeling unhappy about the way you have been treated and wish to complain about it there are two different ways you can do this:
Informally – by finding someone to talk to about
the issue and then getting their help in sorting it out. You should usually be
able to talk to the unit manager if you want to make a complaint.
Formally – by using your units official
complaints procedure.
You can do either of
these by yourself or with the help of someone else (like a parent, friend or
advocate).
Before complaining it is
good to get clear with yourself:
The facts of what has happened
Who has been involved
Who has witnessed it (if anyone)
Your feelings about what has happened
What you would like to see change as a result of your
complaint (not just your view on what is wrong)
Your complaint has more chance of being heard and dealt with if you express it sooner rather than later.
All patients should be given information and a
leaflet on how to make a complaint about their unit and the local Social
Services, you should ask for this.
If you are making or intending to make a complaint then you should have access to an independent advocate if you want one. This could be with an advocate from the Independent Complaints Advocacy Service, or an advocate from another service. See the page on useful numbers for the ICAS telephone number.
Complaints can be useful for your unit as they can show them where they could be doing things better.
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