INTERNATIONAL ACCREDITATION PROGRAMME
IAP-I-7 Management of Complaints (summary version)
- ISQua EEA will accept complaints relating to the following:
- An ISQua EEA client organisation (in relation to how the organisation does not meet the requirements for upholding an ISQua EEA accreditation award or if actions of the organisation are not in line with the terms and conditions of participation in the International Accreditation Programme (IAP));
- An ISQua EEA surveyor;
- An ISQua EEA staff member.
- It is recognised that these complaints may be received from both individuals or on behalf of an organisation.
- ISQua EEA can only respond to complaints which are received in writing. Complaints may be submitted via the contact page on the ISQua EEA website or directly to support@ieea.ch Individuals submitting complaints orally will be advised of this.
- The complaint will be managed within the ISQua EEA team with oversight by the ISQua EEA Head of Operations and in some cases, the Chief Executive Officer.
- ISQua EEA cannot investigate complaints relating to the care of individual patients or service users in an accredited/certified health or social care facility. In this situation, the complainant will be advised to address the complaint to the relevant external evaluation organisation. If the complainant does not provide details regarding the accreditation/certification status of a facility in their email, ISQua EEA will advise them that they cannot address their complaint and to check if the facility is accredited/certified and if so to direct their complaint to that organisation.
- Complaints relating to the way in which an external evaluation organisation handled a complaint will be considered as a complaint about the external evaluation organisation (not the health or social care facility). If the external evaluation organisation has organisational accreditation with ISQua EEA, the focus of the review will be on establishing if the complaint was managed in line with the external evaluation organisation’s complaints management process and ISQua EEA’s Guidelines and Standards for External Evaluation Organisations. If the external evaluation organisation does not have organisational accreditation, then ISQua EEA cannot investigate complaints relating to the operation of the organisation. It can only address complaints relating to the organisation’s compliance with the respective programme it is involved in. For example, if an organisation has one set of standards accredited with ISQua EEA, then ISQua EEA can only address complaints relating to the external evaluation organisation’s compliance with the Guidelines and Principles for the Development of Health and Social Care Standards.
- ISQua EEA will acknowledge receipt of a complaint within one week of receipt. If the complaint relates to the care of an individual patient or service user in a health or social care facility ISQua EEA will outline its role in the initial email highlighting that it cannot investigate such complaints.
- As part of the initial acknowledgement, ISQua EEA may request further information or clarification from the complainant to allow them to understand the specific nature of the complaint being made and to determine the appropriate process to be undertaken. ISQua EEA will request that this additional information be provided within one week. Once this clarification has been provided, ISQua EEA will advise the complainant of the process to be undertaken.
- If this additional information or clarification is not provided within one week and ISQua EEA cannot progress the review of the complaint without this information, it will send a further reminder with a final deadline for response. If the requested information is not provided or the correspondence acknowledged within this timeframe and ISQua EEA cannot progress its review, the complaint will be considered closed.
- ISQua EEA’s complaints process is based on the principles of natural justice and all parties involved such as ISQua EEA clients, surveyors and staff members shall be given a right to respond to any complaints received.
- ISQua EEA will maintain a record of all complaints received including the date the complaint was received, who it related to (ISQua EEA client, surveyor or staff member), who made the complaint, details of the complaint, activities undertaken by ISQua EEA in response to the complaint and the date on which these activities were undertaken.
- ISQua EEA will contact the ISQua EEA client organisation/surveyor/staff member advising that a complaint has been received and seeking clarification and/or specific information in relation to the complaint. A timeframe of two weeks shall be given to the ISQua EEA client/surveyor/staff member to respond to the issues identified.
- The response received from the ISQua EEA client/surveyor/staff member will be reviewed by ISQua EEA staff and responses received shall be reviewed against the following to ascertain if the parties acted in line with the requirements as outlined in each:
- ISQua EEA client organisations: The ISQua EEA standards or terms and conditions of participation for the respective programme they are participating in. For example, external evaluation organisations with organisational accreditation will be assessed against the Guidelines and Standards for External Evaluation Organisations
- ISQua EEA surveyors: Surveyor responsibilities and code of conduct as outlined in the Surveyor Handbook
- ISQua EEA staff: Code of conduct and confidentiality
- Following the review of responses received, the Head of Operations will recommend an outcome to the CEO of ISQua EEA. The CEO will review the outcome and may request additional information before deciding or may approve or amend the recommendation of the Head of Operations.
- ISQua EEA will communicate the outcome of the review to the complainant and other parties involved such as the ISQua EEA client organisation/surveyor/staff member.
- If the response is deemed unsatisfactory by the complainant, the matter will be escalated to the following committees:
- External Evaluation Award Committee (EEAC): For complaints relating to ISQua EEA clients and surveyors
- ISQua EEA Executive Committee: For complaints relating to ISQua EEA staff
- The Head of Operations will prepare a file on the complaint for the next meeting of the respective Committee containing relevant information and outlining the steps undertaken to date.
- The outcome of the decision will be communicated by the Head of Operations to the complainant and other relevant parties such as the ISQua EEA client organisation/surveyor/staff member.
International Society for Quality in Health Care External Evaluation Association (ISQua EEA), Multifiduciaire Genève, Carrefour de Rive 1, Case postale 3369, 1211 Genève 3, Switzerland.