Reporting and Resolving Grievances in Health and Social Care

Identification of Grievances

A grievance is any feeling of dissatisfaction or perceived injustice in relation to a user’s care or the working environment for staff.
People should be encouraged to develop the confidence to speak out when things are not as they should be.
Identification of a grievance can come from many sources including the patient, their family or friends, or even health and social care staff themselves.

Reporting Mechanisms

Most health and social care services have formal procedures in place for making a grievance known. These typically involve filling out a form or speaking to a designated person.
Confidentiality is maintained at all times to protect everyone involved.
Constructive feedback should be welcomed as it can identify areas for improvement.

Documentation of Grievances

Every complaint or grievance should be documented in order to track the investigation and resolution process.
Good record keeping is essential and should include the nature of the grievance, who it was reported by and to, the steps taken to investigate and resolve the issue, and the final outcome.

Investigation

Once a grievance has been reported, an investigation should be carried out immediately to ascertain the facts.
The investigation should be fair and thorough.

Grievance Panels

Some grievances may be passed to a grievance panel if they become complex or involve a number of people.
The panel is usually made up of individuals not directly involved in the grievance, to ensure a balanced and unbiased response.

Resolution and Outcome

The ultimate goal is to resolve the grievance and remedy any harm done. This might involve corrective action, changes to policy or procedures, or disciplinary action against individuals involved.
The person who raised the grievance should be informed of the outcome and any changes made as a result.

Post-Resolution Monitoring

It’s important to monitor the situation following the resolution of a grievance, to ensure ongoing compliance and to prevent recurrence.
Policy review and updates may be necessary to reflect learning from the grievance.

Role of the Ombudsman

If a person is not satisfied with how their grievance was handled, they can take their concern to the ombudsman.
The ombudsman doesn’t take sides initially, but they review the evidence and decide what’s fair.
Their recommendations can lead to changes in practice within an organisation, and in some cases, they can demand that compensation is paid.

Importance of Grievances

Reporting and resolving grievances is a critical aspect of maintaining quality of care in health and social care settings.
It ensures patient safety, maintains the standard of service, and contributes to continuous improvement by identifying areas that require attention.
This also protects the rights of service users and enables them to have a voice in their own care.