This document provides guidelines for the resolution and the treatment of complaints made by our service users. Representatives of Liva Healthcare are responsible for reviewing the elements of the policy below.
Rationale of Complaint Management System
At Liva Healthcare (“Liva”) we believe that if a service user wishes to file a complaint or express dissatisfaction with Liva’s services, it should be easy for them to do so. It is Liva’s policy to receive complaints and consider them as an opportunity to learn, adapt, improve and provide better services.
In addition, a quick resolution of complaints, in a way that respects and values the person’s feedback, can be one of the most important factors in recovering the person’s confidence about a product/service offered by Liva. It can also help prevent further escalation of the complaint. A responsive, efficient, effective and fair complaint management system can assist Liva to achieve this.
The purpose of this policy is to ensure that complaints are handled properly and that all service user complaints or comments are taken seriously. Liva expects representatives of Liva to be committed to a fair, effective, and efficient complaint handling experience.
Purpose and scope
This policy is intended to ensure that Liva handles complaints fairly, efficiently, and effectively. Liva’s objective is to ensure that its complaint procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and equitably.
Liva’s complaint management system aims to:
- Allow Liva to respond to questions raised by service users (or their duly authorised representatives) who file complaints in a timely and cost-effective manner.
- Increase service user confidence in our administrative process, and
- Provide information that Liva can use to improve the quality of the Liva Platform (if applicable), services, personnel and complaint handling.
This policy provides guidance to:
- Representatives of Liva
- Service users who wish to file a complaint about the key principles and concepts of our complaint management system.
What is a complaint?
A complaint is any expression of dissatisfaction about the Liva Platform or services offered by Liva.
Liva’s complaint management system is guided by the following general principles:
- Liva management, employees, and contractors are committed to providing a fair complaints process and efficient resolution of complaints regarding the Liva Platform and/or Liva services and/or representatives of Liva at all levels;
- Liva Management, employees, and contractors consider complaints resolution as a learning opportunity for all participants
- The procedure for handling complaints and grievances will be fair for both the complainant and respondent and dealt with in a timely manner
- All service users will be made aware of their right to complain and supported in their understanding of the complaints procedure
- All service users have the right to complain about the Liva Platform and services without fear of retribution and can expect complaints to be dealt with promptly
- Service users will be encouraged to voice any concerns or complaints with the Liva Platform or Liva services as soon as they feel unhappy, in order that the matter can be resolved without delay. Service users will find details of the Liva complaints policy relevant to them and the process they must follow on the Liva website
- The relevant Service Manager is responsible for ensuringservice users feel comfortable to continue accessing the Liva Platform and services after making a complaint. To ensure the service user is comfortable continuing to access the Liva Platform and services, and depending on the nature of the complaint, the Service Manager may arrange an alternative Liva representative to provide the service(s);
- The service user has the right to use a third party of their choice to negotiate on their behalf with Liva employees, contractors, or management. This may be a spouse, partner, family member, friend, or Legal representative. Such third-party must provide supporting documentation or information to show that they are authorized to act on behalf of the complainant – this is to ensure the privacy of the complainant and that Liva does not disclose personal information to an unauthorized individual purporting to act on behalf of a complainant;
- All complaints are to be recorded on the Consumer Complaints Record Form attached hereto, which is to be completed by the relevant Liva Service Manager or Liva Manager;
- Non-identifying data on the complainant will be collected and used to identify the underlying causes of the complainant’s problem in order that the problem can be corrected and the quality of the service improved;
- All persons affected by the complaint should be fully informed of relevant facts and given the opportunity to put their case;
- As far as possible, the fact that a service user has lodged a complaint and the details of that complaint should be kept confidential amongst Liva representatives directly concerned with the resolution. The complainant’s permission should be obtained prior to any information being given to other parties, whom it may be desirable to involve in order to satisfactorily resolve the complaint.
- All Liva representatives are empowered to handle service user complaints, following the approved procedure. Any unresolved complaints are to be passed on to the relevant Service Manager and/or Line Manager for review. Any complaints of a serious nature (which includes abuse in any form or any action impacting the bodily integrity of the complainant) will be passed on immediately to a Line Manager.
- A record of the service user’s complaint and actions taken and/or to be taken will be held in a designated secure location with the management of the complaint monitored by the relevant Service Manager and/or Line Manager.
The process for handling complaints is as follows:
Step 1: The service user is encouraged to raise their complaint with the Liva representative concerned in the first instance to see if the issue can be resolved without escalating the complaint.
Step 2: If the service user is not satisfied with the outcome or is not happy to discuss the issue with the Liva representative concerned, the service user should be encouraged to contact the Service Manager and/or Line Manager or use a third party to act on their behalf (while providing proof of authority to act for such a third-party).
Step 3: Once escalated to a Service Manager or Line Manager, the complaint will be investigated and a finding will be made and communicated to the complainant. Such a finding may include corrective action to be taken by Liva.
Step 4: If the issue is still not satisfactorily resolved, the service user should be encouraged to request a review of the findings which will be reviewed by Senior Management. This may entail another investigation or not. The findings of the review must then be communicated to the complainant which may include corrective action to be taken by Liva.
Step 4: If, after completing the steps above and the issue is still not satisfactorily resolved in the opinion of the Complainant, the service user should be advised to seekalternative avenues for redress that may be available to the service user such as a consumer advocacy service.
Once a complaint has been received, the complainant must receive:
- Acknowledgment of the receipt of the complaint within 3-5 working days of it being received, which must also contain:
- Information on the investigation process; and
- Direct contact information.
- Feedback within 15 working days from the receipt of the complaint advising:
- The outcome of the complaint investigation procedure; or
- The status of the continuing investigation with a negotiated timeframe for the final report.
- A final response to their complaint within 30 working days of receipt of the complaint, including:
- Information relevant to the complaint;
- Explanation of the event(s);
- Adequate reasons for any decision made;
- Any changes and or actions that have resulted from the complaint;
- Providing an apology as appropriate;
- Information on where to seek an independent review of complaints;
- An acknowledgment of thanks for their feedback.
- Feedback from the consumer on the complaint procedure may also be sought to inform any review of complaints procedures.
- As general feedback, consumer complaints are to be analyzed and considered in any service planning or review in order that incidents that have generated complaints are minimized in the future.
The service monitors relevant standards in relation to this policy, ensuring the policy is able to be applied in practice.
Review of the policy
This policy will be reviewed annually or as needed, based on its application to practice at the service, any relevant amendments to the legislation, and feedback from stakeholders.
Liva Healthcare Complaints Handling Policy v1.1 Last update May 2023