Complain Procedure for patients/ service recipients

1. If a patient/ service recipient or family member wishes to make a complaint regarding any issue they have the following options. a. Verbal clarification with Ward or Unit Senior Nursing Officer or In Charge Nursing Officer b. Verbal clarification or complaint to the Psychiatric Social Worker c. Verbal clarification or complaint to Special Grade Nursing Officer d. Verbal clarification with Ward On Call Medical Officer e. Verbal clarification with the Unit Senior Registrar f. Verbal clarification or complaint to Unit Consultant Psychiatrist g. Written Complaint or request to Consultant Psychiatrist h. Verbal clarification or complaint to Director i. Written Complaint or clarification to Director j. Written complaint to Director General of Health Services

2. Complaints will be reviewed in a transparent manner to ensure accountability

3. Complaints will be reviewed to ensure the patient's rights are upheld and that standards of care are maintained. 4. Any significant incident detected through a complaint may be reviewed through a departmental inquiry.