Falkirk Integration Joint Board’s Complaints Handling Procedure reflects our commitment to valuing complaints. Our customer-facing guide provides information for customers on how we handle complaints.
This procedure aims to help us ‘get it right first time’. We want quicker, simpler and more streamlined complaints handling with local, early resolution.
Falkirk Integration Joint Board’s (IJB) definition of a complaint is:
“An expression of dissatisfaction by one or more members of the public about the IJB’s action or lack of action, or about the standard of service the IJB has provided in fulfilling its statutory responsibilities.”
Issues that are not covered by this definition are likely to be covered by our other CHPs, relating to either our health or social work adult services.
A complaint may relate to dissatisfaction with the:
- IJB’s policies
- IJB’s decisions
- Administrative or decision-making processes followed by the IJB in coming to a decision.
These respective procedures reinforce that the Falkirk Health and Social Care Partnership welcomes all forms of feedback, including complaints, and will use them to improve services, to address complaints in a person-centred way and to respect the rights of everyone involved. It will support our staff to resolve complaints as close as possible to the point of service delivery and to respond thoroughly, impartially and fairly by providing evidence- based decisions based on the facts of the case.
Our complaints handling procedure helps us to build positive relationships with people who use our service and rebuild trust when things go wrong. It has the person making the complaint, their families and carers, at the heart of the process. We will address complaints effectively, resolve them as early as we can, and learn from them so that we can improve services for everyone.
If you have any comments, suggestions or wish to make a complaint to the Falkirk Integration Joint Board please contact:
Forth Valley Royal Hospital
Phone: 01324 566660
Under health and social care integration, there will remain two separate complaints handling procedures for Health and Social Work Adult Services. From 1 April 2017, the alignment of these procedures will provide consistency and clarity around the handling of integrated complaints.