This policy sets out the Trust’s approach to delivering a fair, transparent and accessible complaints process which aims to put things right. We see complaints management as a core service that is resourced accordingly.
All relevant staff will be suitably trained in the importance of complaint handling. Our focus is on minimising complaint escalations through thorough investigation at stage one, with the aim of providing timely and appropriate resolutions to the issues raised. We seek to deliver a positive complaints culture where complaints are viewed as an opportunity to learn and to improve the quality of our services.
