she was advised to purchase a bottle of what the options will be to access drinking water from the shop within the hospital water in the future. complex. appropriate, signpost within the waiting areas, to explain how people may get access to drinking water. The complaint relates to car parking within Thank the person for bringing this matter to the hospital grounds. your attention. Explain the Board, or The person is unhappy with the parking fees hospital policy on car parking, and where charged by the hospital. appropriate advise on alternative areas for parking or how people may use public transport in appropriate cases. Finally explain that the Board takes all complaints seriously and that information from complaints is analysed and used to inform policies and procedures moving forward. The complaint relates to the catering the person for bringing the complaint to services for patients. you. Apologise, acknowledging that there The person is unhappy that, despite has been a failing and expressing empathy notifying nurses that she is a vegetarian, no for the situation the person was in. Explain vegetarian meal was provided at dinner the normal protocol for ensuring all dietary time. When she asked for a vegetarian requirements are met, and the action that meal she was advised that the kitchen was you will now take to ensure that a unable to provide one, and she was offered vegetarian meal is always provided for a salad sandwich as an alternative. her.Thereafter, follow up with the her to ensure that the situation has been satisfactorily resolved and her dietary needs are being properly met. The complaint relates to property. Thank the person for bringing the matter to The person alleges that his dressing gown your attention. Apologise, recognising the was removed from his bedside unit, and is distress that the loss of the dressing gown now missing. will have caused. Offer to provide a hospital replacement gown in the meantime.Explain the action you will take to try and locate the dressing gown, and where appropriate, signpost him to the process for claiming for lost property.
she was advised to purchase a bottle of water from the shop within the hospital complex. what the options will be to access drinking water in the future. appropriate, signpost within the waiting areas, to explain how people may get access to drinking water. The complaint relates to car parking within the hospital grounds. The person is unhappy with the parking fees charged by the hospital. Thank the person for bringing this matter to your attention. Explain the Board, or hospital policy on car parking, and where appropriate advise on alternative areas for parking or how people may use public transport in appropriate cases. Finally explain that the Board takes all complaints seriously and that information from complaints is analysed and used to inform policies and procedures moving forward. The complaint relates to the catering services for patients. The person is unhappy that, despite notifying nurses that she is a vegetarian, no vegetarian meal was provided at dinner time. When she asked for a vegetarian meal she was advised that the kitchen was unable to provide one, and she was offered a salad sandwich as an alternative. the person for bringing the complaint to you. Apologise, acknowledging that there has been a failing and expressing empathy for the situation the person was in. Explain the normal protocol for ensuring all dietary requirements are met, and the action that you will now take to ensure that a vegetarian meal is always provided for her.Thereafter, follow up with the her to ensure that the situation has been satisfactorily resolved and her dietary needs are being properly met. The complaint relates to property. The person alleges that his dressing gown was removed from his bedside unit, and is now missing. Thank the person for bringing the matter to your attention. Apologise, recognising the distress that the loss of the dressing gown will have caused. Offer to provide a hospital replacement gown in the meantime.Explain the action you will take to try and locate the dressing gown, and where appropriate, signpost him to the process for claiming for lost property.
NHS_-Model_Complaints_Handling_Procedure-3_-October_2016.docx