Feedback and Complaint Procedure HR102

POLICY NAME:  Feedback and Complaint Procedure

POLICY NUMBER:  HR102

DATE WRITTEN:  May 15, 2017

DATE APPROVED: September 26, 2017

EXECUTIVE DIRECTOR: Brenda Mason

REVIEW DATE:  May 01,  2026

 

POLICY:

As an agency, Festival City Adult Living Support Organization is committed to maintaining the highest level of supports and services.  To that end, Festival City Adult Living Support Organization welcomes constructive feedback, compliments, complaints or concerns of all Service Users, Service Providers, Advocates and members of the public. 

Festival City Adult Living Support Organization has a process in place for responding to all communication received.

 

PROCEDURE:

Feedback and complaints may be received by Festival City Adult Living Support Organization from the following individuals:

• The Service User within the agency

• The Service Provider within the agency

• Person acting on behalf of the Service User

• Member of the public

If the information received indicates feedback of a positive nature, then the Executive Director will acknowledge the feedback in the same format that Festival City Adult Living Support Organization received the feedback.  (For example, if a member of the public calls to speak with the Executive Director regarding positive feedback the Executive Director will return the call).

Compliant Process:

If the information received indicates a complaint, then the following process will be put in place:

Service User/Person Acting on Behalf of the Service User:

If the Service User feels that a decision has been made that is unfair to them, they have the right to bring forward their concern about it and have the decision reviewed.

SERVICE USER COMPLAINT:

Located in each residence is a “Complaint Board”. At the day of placement, the Service User will be shown the location of the Board.

Located on the Board are as follows:

1. A list of the Individual’s Rights and Responsibilities

2. A picture of the Operations Manager is placed on the Board and their direct phone number.

3. Envelopes and Paper are also located on the Board and a Mail Box is located on the wall for the resident to put the letter in it.

 

If a Service User verbally makes a complaint to the Service Provider it must be recorded on a Resident Complaint Form

 

1. It is the responsibility of Festival City Adult Living Support Organization staff to inform the individual of their rights and the responsibilities to be followed.

2. If the Service User is not satisfied by an initial discussion, then they will send their concern in writing to the management personnel who is next in the chain of command within 24 hours of the discussion with the staff. That individual will sit down with the Service User and the staff who made the decision and try to resolve the issue.

3. If the Service User does not feel that talking with that individual was satisfactory, then they can provide a further written grievance to the Executive Director within 3 days. 

4. The Executive Director will make every effort to resolve the issue by determining if a 

complaint is deemed to be frivolous and if so, will decide not to continue with the process..

1. If the Agency’s Executive Director determines that a complaint is deemed not to be 

frivolous and decides to continue with the investigative process, then the Executive Director will communicate that to the Complainant along with guidelines, expectations and timelines for the investigative process.

1. Once completed the Executive Director’s decision will be forwarded to the Complainant and the grievance will be deemed to have been settled.

1. The Executive Director will issue the results of their investigation of the issue brought 

forward by the Service User within 5 working days of the issue being received by them.  The final decision will be writing to the Service User or to whoever had registered the concern.

1. If the Service User has a Case Manager separate from Festival City Adult Living Support Organization, the Service User can approach their Case Manager to advocate and support them through this process.  It is understood that the Case Manager is present for the Service User and cannot influence the decision of the Executive Director 

1. If at any point during the process it is determined that there may be a conflict of interest between the individuals involved, then a third-party individual will be brought in to hear the complaint.

 

Service Provider:

If a Service Provider has a complaint that is not satisfied by their direct supervisor during their regular supervision, the procedure is as follows:

1. Festival City Adult Living Support Organization will respond to every complaint from a Service Provider within 24 hours of receiving the complaint.  If the complaint is of a serious nature and cannot be resolved over the phone, if warranted, a meeting will be set within 5 business days.

2. If not resolved, the Service Provider will be instructed to put the concern in writing so that it may be brought forward to the Executive Director. 

3. The complaint will be reviewed and the results will be communicated to the Service Provider through phone contact or a meeting.  The outcome will be put in writing and given to the Service Provider along with a copy on their file.

4. If necessary, a Service Provider can request a personal meeting with the Executive Director to appeal an outcome once the letter has been received.

Member of the Public:

1. If a complaint is received by a member of the public who does not have a direct contact with Festival City Adult Living Support Organization, the Executive Director (or designate)  will review and investigate.  This may include contacting the individual who has made the complaint.  

2. The Executive Director will determine if and how the complaint will proceed.  If warranted the Executive Director will respond to the member of the public as required.

3. All aspects of the complaint process will be based on a “Fair Review” process and therefore no repercussions will be experienced by the Service User or any other individual involved in the situation, who has filed a complaint and their placement with the agency will not be seen as in jeopardy.

4. If once the Executive Director has issued their decision it has been determined that there is a criminal concern, then the Police will be contacted regarding the issue and the Ministry of Community and Social Services will be contacted through the SOR process as required.

5. Plain language will be used when discussing and investigating the situation that is currently at issue

6. At any time, the Service User; person acting on behalf of the Service User or a member of the public may request a copy of the Agency’s Policy and Procedure Manual.  This will be provided as requested.

7. All feedback and complaints will be assessed and analyzed to ensure that changes are not required within the agency’s Policies and Procedures and to ensure that if required a risk assessment is completed to ensure safety of those in service.