Saturday, 17 May 2008

Complaint policies

I've been told a "new and improved" complaints policy "is on its way" from Bedfordshire and Luton Partnership Trust since October when I had my local resolution meeting. At that point it was suggested that my opinions would be welcomed, but nothing came of that. Recently I was told it was to be ratified last week and would then be put on the website.

Yesterday I found two versions of the policy online. One here in the Policies section of the site, and the other here in the Support section of the site, linked as "2008" policy but dated October 2007.

Why two versions online at the same time, I wonder? Left and right hand not knowing what each other is doing, maybe?

There's remarkably little difference between them.
Which leaves me wondering why it has taken so long to get it completed and ratified.
It also leaves me wondering what was the point in producing an updated version. Particularly given that the main problem in my experience was that the existing complaints policy wasn't followed by the Complaints Officer or other staff involved in my complaint. I also wonder how said staff could fail to be aware of their policy if they were indeed in the process of updating it.

3 comments:

mandy lifeboats appeal said...

Hi C

So there is little difference between the new improved policy and the pre-existing one.

The question has to be, so why did BLPT bother? Could it be a government directive forcing them to do it? If so, will the government (via one of it's designated bodies) bother to look at the new policy?

I can't stomach going through both policies. I hate endless waffle so admire your stamina.

But from my distanced position it seems like bureaucracy for bureaucracy sake. Ho hum

marcella said...

It probably has something to do with "monitor" (doesn't that sound sinister and faintly 1970s - I expect it to involve The Saint, or Randall and Hopkirk) http://www.nhsft-regulator.gov.uk/index.php

Disillusioned said...

Mandy - I have no idea why they bothered. The only differences, as far as I can see, are that they have said that the incestigating officer writes the draft report (it used to be the complaints manager) and that they have added a bit about people not being discriminated against as a result of making a complaint (hear me laughing at that one?)

Marcella, I am sure it is target driven rather than user-need driven. Our whole Trust seems totally driven by the desire to become a Foundation trust at the moment.