Complaint Procedure
Staff, Caregivers, clients, and anyone who is in contact with Eagle’s Nest is urged to use the complaint procedure if they suspect or observe instances of waste, fraud, abuse, and any other wrongdoing. The person complaining will get a response within 24 hours from the first level and a written response from the Executive Director within 7 days if the complaint goes to that level.
Generic Complaint Protocol
- A complaint can begin in any form:
- Minor complaint (i.e.) an informal complaint that may be identified by the participants as a problem seeking a solution rather than a complaint
- Verbal complaint (i.e.) an informal complaint, though clearly recognized by the participants as a complaint
- Written complaint in the form of a letter (i.e.) a formal complaint
- Anonymous complaint (i.e.) can be informal or formal.
2. Regardless of the way in which a complaint is received, the protocol is the same, wherever possible.
3. This is an escalating response:
- Wherever possible the complainant should be heard by whoever they choose to contact within the organization.
- Whoever first receives the complaint will treat the matter respectfully, listen intently and attempt to solve any problems that can be immediately dealt with