The formal resolution process involves a series of documented steps, each leading towards finding an acceptable solution.
First, we work with the complainant to write a formal description of the complaint and develop a resolution plan, which may include requests for meetings, medical records, reports or independent opinions. We then send the formal description of the complaint to the health service provider for a response.
If the provider agrees to improve their service in response to the complaint, these commitments can be documented and shared with all parties. We may check with the provider later to confirm these improvements have been made.
If no resolution is reached we may be unable to assist further.
The complaint may also be considered for investigation.