QUESTION NO. 7 (COMPLAINT)
Using a secondary research, complaint is defined as an expression of dissatisfaction made verbally, in writing or electronically with a product or service that the trust has provided from an internal and external customer or customer representative (with patient consent) which they specifically ask to be attended (PALS). It is very important that a service or product rendered by the company should be explained clearly to the customer. This is to avoid unreasonable expectation and misunderstanding that can further result for the customer to make complaint. But other customer has their own valid reason for a complaint and need to be respected and addressed immediately.
The organization takes all complaint seriously whether it is formal or informal and will investigate each matter as quickly as possible, both can be done orally, written and electronically. According to the trust, they considered informal complaints that can be resolve informally as a statement of disappointment, discontentment and frustration with the specific product or service given. While formal complaints are those concerns which are more complex and required higher personnel to solve it such As the chief executive or complaints manager and the response need to be formal. Moreover, the company respect and values the views and needs of their customer. They work very hard to offer a high standard of service and care but sometimes things happened in an unexpected way that creates problem.
