Complaints management
You are the general manager of Whitetown Hospital, a 80-bed health service facility in a small rural
town. Your personal assistant has just drawn your attention to a letter of complaint which arrived four
weeks ago, whilst she was on annual leave. The person relieving her has date stamped the letter and
left it for the personal assistant to attend to as she did not know what to do with it.
Read the letter of complaint from the Dimitri family in the attachment and then
Section A (~ 600 words)
Design a position statement for Whitetown Hospital which describes how complaint management
contributes to the overall safety and quality of the health service based on contemporary complaints
management literature. This position statement will be accessible on the Whitetown Hospital website
for both staff and the community to view, and should include a description of the process and options
available to the community to make a complaint.
Section B (~ 400 words in a landscape orientation table – no referencing required)
Recommend an investigation framework in response to the issues identified in the complaint letter.
For each issue:
• nominate who should conduct the investigation
• describe how it should occur
• identify those staff who should have input
• identify any standards relevant to the issue
Section C (~ 500 words and no more than two pages – no referencing required)
Compile a formal letter of response to the author(s) of the complaint in your capacity as general
manager. Your response will require a level of confabulation, and should reflect that many, but not
all, of the issues raised in the complaint appeared to have substance.
30% Designs a clear and succinct position statement addressing complaint management
demonstrating a depth of knowledge about the position of complaints management within a safety
and quality framework
20% Recommends a comprehensive investigation framework that identifies all relevant issues and
components demonstrating a depth of knowledge about safety and quality
30% Compiles a clear and succinct letter of response to the Dimitri family, which is easily understood
and contains relevant themes based on contemporary safety and quality frameworks
10% Validates perspectives through correct interpretation of relevant and current literature (> year
2003)
10% Produces correct grammar, spelling, formatting, style (report) and referencing
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