Tips for complaints management

• Early — Acknowledge complaints immediately and address them as soon as possible. Early responses show that you take the concerns seriously.
• Check your reaction — It is natural to feel defensive, but a defensive and dismissive response is unlikely to lead to a successful resolution. Seek support or advice if you are feeling stressed.
• Reassure the complainant — Usually the person making the complaint finds this very distressing, so let them know that you welcome feedback. Many complainants may worry that making a complaint will affect their ongoing care and treatment. Provide them with reassurance that this is not the case. Consider any cultural or language issues and whether translation services may be required to ensure effective communication.
• Listen and acknowledge concerns — When you discuss the complaint, let the complainant speak first and without interruption. Ensure that you clarify their concerns and confirm your understanding of the issues.
• Address the key issues openly and honestly — If an error has occurred, acknowledge it. Avoid technical jargon, and if accounts differ, explain your side without dismissing theirs.
• Show empathy and apologise (if appropriate) — The Ombudsman has a guide on Apologies | He rauemi tātaki ea, which is a helpful resource for all health and disability practitioners.
• Agree on any action to be taken — You may both agree that there is some action that could be taken to resolve concerns. Clearly outline any actions you’ll take to resolve the issue and follow up promptly. · Consider using the Advocacy Service. The Advocacy Service supports the person making the complaint in discussing their concerns directly with you. It is a free service that operates independently from all health and disability service providers, government agencies, and HDC.
• If the complaint can’t be resolved — Complaints can be complex, and it may not always be possible to resolve concerns directly. If the issue can’t be resolved, inform the complainant that they can bring their concerns to HDC.

Where HDC seeks a response, address the key issues raised by the complainant. Your response will be shared with the complainant.

Less serious complaints can often be resolved by acknowledging the complainant’s concerns and providing a clear explanation.

The following are guidelines only. When responding to a complaint, providers may wish to seek advice from their insurer, employer, legal representative, or professional association.

• Timeliness — Respond within the timeframe provided by HDC. If you need more time, contact HDC immediately.
• Address the key issues — Focus on the main concerns and provide detailed responses for serious allegations. Include relevant records and timelines for complex issues. Include references to medical records or other records that support the response. Consider using a timeline when dealing with complex information.
• Has this complaint been raised with you directly prior to being lodged with HDC? If the complainant contacted you before going to HDC, provide details of any attempts to resolve the issue.
• Have the complaint issues been reviewed or investigated? If the complaint has been, or will be, investigated internally or externally, include those details, or note when they will be available.
• Actions taken — If the complaint has led, or will lead, to further education or changes to practices, systems, or processes, include this information.
• Check the facts — Ensure accuracy in dates, times, names, and details.
• Empathetic tone — Review your response from the complainant’s perspective. Avoid defensiveness and acknowledge their distress. Remember that the complainant will receive a copy of your response unless you specify otherwise.