Checklist for preparing a draft response
- Consider the complaint from the complainant’s perspective.
- Thank them for bringing it to your attention.
- Simple, plain English, no jargon.
- Acknowledge their view / concern.
- Express regret for misunderstandings.
- Apologise for errors.
- Make sure your response is accurate and answer all points raised.
- Explain what went wrong and the result of the investigation.
- Deal with facts / don’t try to justify / avoid defensive tone.
- Describe action(s) taken to put things/matters right and any service improvements.
- Offer meeting (if appropriate) and contact details.
- Explain options if they are dissatisfied with the outcome.
Remember who the response is from.
Finally – Double check for accuracy. Remember that the response is from the Chief Executive (or delegate) in the Trust or a Senior Partner in FPS.
If you did not work for a HSC organisation, would you understand it? And would you be content to receive such a response if you were the complainant?