Complaints Policy
Wicklow Dementia Support (WDS) is committed to high standards in its communications with all stakeholders, including clients, our facilitators, those who help us in a voluntary capacity, and the public. We encourage feedback and regard it as an invaluable tool to inform improvements in our services. We ensure that all of those who provide us with feedback, both positive and negative, receive full and timely responses.
Definition of a complaint (Definition as per the health act 2004)
“complaint” means a complaint made under about any action of the service provider (WDS) that
(a) it is claimed, does not accord with fair or sound administrative practice, and
(b) adversely affects the person by whom or on whose behalf the complaint is made.
Purpose of this Policy
- To make it as easy as possible to make a complaint where the need arises;
- To make the process clear and accessible
- To ensure there is transparency, that responses and actions are completed in the time frame provided
- The outcome is related and reported appropriately.
How to lodge a complaint with Wicklow Dementia Support
A person may contact Wicklow Dementia Support via its website, by email, post, or by phone.
The Coordinator, reporting to the Board, has responsibility to managing all complaints, and welcomes direct contact.
Our contact details are:
Co-ordinator, Wicklow Dementia Support
Tel: 089 428 6928
Email: info@wicklowdementiasupport.org
Post: Data Protection Controller, Wicklow Dementia Support, Unit 6. Cedar Estate, Killarney Road, Bray, Co Wicklow, A98 N1 52
What Happens Next?
The complaint is acknowledged (Health Act 2004).
7. (1) Upon a complaint being received by or assigned to the complaints officer (including a referral under section 48 (2), he or she shall notify, within 5 working days, the complainant, in writing, that the complaint has been so received or assigned and outline the steps that he or she proposes to take in investigating the complaint and the time limits for the completion of the investigation.
Advocacy
All complainants have the right to appoint an advocate. If a person is unable to make a complaint themselves, they can appoint an advocate to assist them with making the complaint.
Time Limits for making a complaint
Section 47, Part 9 of the Health Act 2004 requires that:
A complaint must be made within 12 months of the date of the action giving rise to the complaint or within 12 months of the complainant becoming aware of the action giving rise to the complaint.
Responding
We endeavour to resolve all complaints as swiftly and efficiently as possible. Once a complaint is received, whether in person, in writing, or by phone, Wicklow Dementia Support is committed to responding in a timely way. If the complaint takes some time to resolve, we will maintain regular contact with the complainant, keeping them up to date with the progress of the complaint resolution.