Achieving local resolution
Local resolution is always the “first port of call” in the complaints journey. Local resolution involves the service provider attempting to resolve a complaint as directly and as quickly as possible, with the primary aim of satisfying the complainant.
Often the best option to resolve things quickly is for the complainant to speak to the member of staff responsible for the service about which they are unhappy- particularly if they need immediate action because the problem is happening now or is about ongoing treatment/care.
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The vast majority of complaints do not proceed beyond local resolution. For example: there were 86,000 written complaints about hospital and community health services in England in 1998/99 and 1,800 requests for independent review. In the same year there were 39,000 written complaints about family health services and 1,430 requests for independent review (Department of Health, March 2000).
These figures imply that between 96% and 98% of written complaints do not proceed beyond the local stage. |
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If the complainant has tried talking to the individual concerned, or used PALS, and this has not sorted out their concerns, then they may wish to consider the options for proceeding in a more formal way.
In reviewing options, the ICAS adviser can help the complainant to decide how to proceed by discussing the possible outcome of different courses of action.
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Some people just want to find out what went wrong and why, others want an apology, or want things to change so that other people don’t have the same bad experience. Before you start, think about exactly what it is you want.
ICAS self help pack |
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Next: Making an informed choice
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