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Published by Prosper Group, 2017-12-05 11:33:44

Leaflet for Parents and Carers


What happens if the person Contacts: Management of
making a complaint is Complaints Officer Feedback Policy
unhappy with the Complaints Geraldine Doyle
Officer’s recommendations? Prosper Fingal Comments
Strand Street Compliments
If the person making a complaint is unhappy Skerries Complaints
with the outcome of the pre-investigation or the Co. Dublin
recommendations of the Complaints Officer Tel: 01 849 3609 Information
following a formal investigation, they can ask for Email: Leaflet for
a review from the CEO. A request for review [email protected] Parents & Carers
must reach the CEO within 30 working days of
when the Complaints Officer’s final report was Complaints Officer September 2017
posted out. The CEO has 20 days to make a Fiona Monahan
decision regarding the appeal. Prosper Meath
43 Canon Row
The person making the complaint can request an Navan
independent review from the Ombudsman at Co. Meath
any time regarding Prosper’s complaints Tel: 046 907 4404
management process. The Ombudsman will Email:
clarify with the complainant if Prosper’s [email protected]
complaints management process has been used. Office of the Ombudsman
18 Lower Leeson Street
Support Dublin 2
Tel: 01 639 5600
A service user making a complaint will be Lo-call: 1890 223 030
supported by their key worker and / or Email:
Manager. They also have the right to appoint an [email protected]
advocate to help them make a complaint and to
support them through the process. If you require any more
information, please get in

Introduction How can a Comment or How can a Complaint be made?
Compliment be made?
Prosper Fingal and Prosper Meath (Prosper) are Complaints can be made be made in person, or by
committed to providing person-centred services Comments or compliments can be made in person, telephone, letter or email to any staff member. The
that respect the rights, dignity, choice and or by telephone, letter or email to any staff member. person making the verbal complaint will be asked
individuality of service users. If a service user or A comment or compliment will be followed up by to sign Prosper’s ‘Service Provision Verbal
their parent / carer would like to provide feedback the Manager within 5 days of receiving it, as Complaint Form’. A serious complaint or a
such as a comment, compliment or complaint appropriate. If a compliment focuses on an complaint against a named person must be in
about Prosper services, we would welcome it. individual staff member, the Manager will make them writing. The complaint can be given to any staff
aware of it. The Manager might need to contact the member or directly to the Complaints Officer
This leaflet explains how parents and carers can person for more information regarding their within 12 months of the action giving rise to the
provide feedback or support a service user to comment. complaint.
provide feedback or provide feedback on the
service user’s behalf. It also explains how Prosper What is a Complaint? The Complaints Officer is the person who deals
will respond to feedback received. with complaints:
A complaint is voicing dissatisfaction about  Geraldine Doyle, Operations Manager is Prosper
Background something that Prosper has done or has failed to do.
For example, it may be something that is perceived Fingal’s Complaints Officer
Prosper values feedback such as comments, to have negatively affected a service user . Some  Fiona Monahan, Operations Manager is Prosper
compliments and complaints. As this feedback issues which a service user or their parent / carer
helps us to improve our services, we have a formal might complain about are: unfair treatment, health Meath’s Complaints Officer
policy by which to address these. It is based on the and safety, the service environment, any aspect of
HSE’s Service User Feedback Policy, called ‘Your service provision or organisational change. What happens next?
Service, Your Say’ and legislation.
Can all Complaints be Depending on the nature and seriousness of the
What is a Comment or addressed? complaint:
Compliment? 1. A staff member or Manager will try to resolve
Prosper will listen to all complaints, but there are
A comment is a statement made about Prosper some complaints we cannot deal with. the complaint at local level
which may also include a suggestion for service  If a matter relates solely to clinical judgement, or
improvement. A compliment is a statement made
to acknowledge Prosper services in a positive way. we will direct people to where such complaints 2. The Complaints Officer will investigate the
might be more appropriately dealt with. complaint and make recommendations on how
 If a complaint is anonymous it cannot be the complaint could be dealt with. The
investigated because the principles of natural recommendations will be presented in a report
justice cannot be upheld.
 If a complaint is found to be malicious or The Complaints Officer has 30 working days to
vexatious it will not be dealt with. investigate a complaint. It might take longer, but
should not exceed 6 months. The Complaints
Officer will keep those concerned informed of

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