What is the best or most productive way for raising a concern or complaint?
Raising concerns or complaints, we have all been there at some point. Be it a delivery gone wrong, not getting the service you expected, or an issue at work you need to get solved. But what is the best or most productive way to get these situations corrected, especially when we are in an unhappy frame of mind because something has gone wrong?
When it comes to raising concerns and complaints it is can be difficult to stay calm. The simple fact that we have a concern means we are not happy. Raising concerns that will be listened to need to be done in a calm manner.
What is best way of raising a concern or complaint?
The two main ways of raising concerns is either in writing or by making a phone call.
Making a phone call allows you to be heard there and then. The trouble with this is that there is less time for you to think and formulate a productive way to get all the information across. You may get emotional, and this may delay getting the matter investigated at the earliest point.
Putting your concerns in writing will allow you time to think. It will also let you check that what you are saying, is what you want to get across.
If you do want to get heard quicker, write notes before you call. This way you will have the facts to hand. You can prompt yourself with what you want to say and keep you on track. The notes may also help you stay calm during the call because you have something to focus on.
Sending an email (or letter) is an opportunity to take a much calmer approach that is going to be clearer and thought through.
What information should you include when raising a concern?
First and foremost, look on the company website to see their complaints procedure. If you cannot find this, you can always contact them and request this.
Here are several things that you can do to ensure you get the best response possible:
- Raise the concern as soon as possible
- Explain your concern. Be clear and concise.
- Be open and truthful with both sides of the issue (there are options in most circumstances)
- Stick to the facts. Writing how you feel is natural, but the situation will often be looked at in a factual manner at the start.
- Outline any actions you have already taken to attempt to resolve the situation.
- State exactly what you want for the outcome and how long you are willing to wait for a response.
- Don’t write an angry, sarcastic, or threatening letter. This is less likely to get a positive response, and it takes the focus away from the concern at hand.
- Include copies of relevant documents and proof (if required)
- Include your name and contact information if necessary.
Now you have the details written down, take 10 minutes to distract your thoughts from the situation; it may also help you calm a little more if needed. Read the notes again to ensure you have the correct facts and you know what you want to say.
Effective methods help problem solve efficiently in care situations
As a care company who is regulated and has been rated ‘Outstanding’ by the CQC (Care Quality Commission) we have high standards. The care services we supply, on very rare occasions, can lead to issues or concerns. There are several reasons why issues can arise, but our staff always successfully deal with them as efficiently as possible each time.
Our Care Managers deal with concerns and complaints as effectively as possible. They do their best to keep issues factual, to ensure they can be handled efficiently.
A few of the basic things they ask for are:
- To ensure any issues or problems are solved promptly, it is important that they communicate it as soon as possible.
- Providing details of the concerns is essential. From a Care Manager’s point of view, they need to understand if this is an issue with a particular care worker or a process that is in place. It could even be something no-one was aware of and now needs to take into consideration.
- Ask the clients who raise concerns, what would they like to achieve or change?
- Our Care Managers can look to see if the desired outcome is possible. There will always be a solution no matter the issue. The managers will communicate everyone involved and discuss any practical solutions.
- Sometimes issues can occur when clients are not open or don’t communicate all their needs or wishes during the assessment or in the first few weeks of their service. Raised early, these are often solved very quickly.
This isn’t an exhaustive list, and all situations are different. This is just a general guide to the start of the process.
It can be quite common to have a few issues raised at the start of the care, but if communicated straight away, the problem is solved in no time, with minimal effect.
Issues are not just on the client side. The Care Managers often deal with issues and concerns from our staff members. The same care and attention are used to help solve any issues or concerns our staff have. We strive to have not just happy clients, but happy staff as well.