What is a complaint and what do people complain about?
Definition of a complaint from the HSC Complaints Procedure.
“Any expression of dissatisfaction which requires a response”
Complainants may not always use the word “complaint”. They may offer a comment or suggestion that can be extremely helpful. It is important to recognise those comments that are really complaints and need to be handled as such.
Why do people complain?
Some examples –
- Unmet need.
- Unprofessional manner.
- Difficulty obtaining information.
- Limited choice.
- Frustration.
- Delays.
What do people complain about?
Most complaints are about –
- Quality of Care
- Staff Attitude
- Communication
- Clinical Diagnosis