Complaint PolicyThis document provides guidelines for resolution and the treatment of complaints made by our members. Each member is responsible for reviewing the elements of the policy below.
POLICY STATEMENTAt Medical Speech-Language Pathology Council of California (MSCC), we believe that if a member wishes to file a complaint or express dissatisfaction, it should be easy for them to do so. It is MSCC's policy to receive complaints and consider them as an opportunity to learn, adapt, improve and provide better service.
In addition, a quick resolution of complaints, in a way that respects and values the person’s feedback, can be one of the most important factors in recovering the person’s confidence about a service offered by the organization. The purpose of this policy is to ensure that complaints are handled properly and that all member complaints or comments are taken seriously. This organization is committed to fair, effective and efficient complaint handling.
PURPOSEThis policy is intended to ensure that MSCC handles complaints fairly, efficiently and effectively. The organization's objective is to ensure that its complaints procedure is properly and effectively implemented, and that members feel confident that their complaints and worries are listened to and acted upon promptly and equitably.
Our complaint management system aims to:
- Allow us to respond to questions raised by people (e.g. members, vendors, presenters) who file complaints in a timely and effective manner
- Increase member confidence in our administrative process, and
- Provide information that we can use to improve the quality of our service and complaint handling.
SCOPEThis policy applies to all Executive Board Members receiving or managing complaints from members made to or about us, regarding our processes, policies and services.
WHAT IS A COMPLAINT?A complaint is any expression of dissatisfaction about the product/services offered by MSCC or his Executive Board Member or the action or lack of action taken regarding operations, facilities or services provided by MSCC or by a person or body acting on behalf of MSCC.
A formal complaint means a complaint that has not been successfully resolved through the Complaint Management Process as outlined in this policy. The complainant has chosen to formalize the complaint by completing a Complaint form.
An informal complaint means a complaint that has been received by MSCC, by phone, email, or in person, which has not been submitted on a Complaint Form.
All non-anonymous complaints filed necessitate a response.
COMPLAINT MANAGEMENT SYSTEMVerbal Complaints
- MSCC Executive Board Members who receive a verbal complaint should try to resolve the issue immediately if possible. If Executive Board Member cannot resolve the problem immediately, they should offer to refer it to the President or Vice President of MSCC for resolution. The President or Vice President of MSCC will be the named person who deals with the complaint through the process. When Executive Board Members receive an oral complaint, they should listen sincerely to the concerns raised by the complainant. Any contact with the complainant must be polite, courteous and sympathetic. At all times, Executive Board Members must remain calm and respectful.
- After discussing the problem, the Executive Board Member handling the complaint should suggest an action plan to resolve the complaint. If this action plan is acceptable, the Executive Board Member should clarify the agreement with the complainant and agree on a way in which the results of the complaint will be communicated to the complainant (i.e. by another meeting, email or letter).
- If the proposed action plan is not acceptable to the complainant, the Executive Board Member member should ask the complainant to make his or her complaint in writing to MSCC and provide a copy of the procedure and complaint form to be completed.
How to file a complaint and the email to send the complaint to can be found in our FAQ section of our website at www.msccslpceus.org
- When a complaint is received in writing, it will be forwarded to the designated Executive Board Member, who must inform other board members as appropriate via email and send an acknowledgment receipt within 3 working days in order to establish a relationship of confidence with the person who filed the complaint.
- If necessary, further clarification should be obtained from the complainant. If the complaint is not made by the member but on his/her behalf, the member's consent, preferably in writing, must be obtained in advance from the member.
- After receiving the complaint letter, a copy of the complaint procedure must be given to the member. Clearly explain to the complainant the complaint process, the time it can take and realistic expectations.
- Immediately on receipt of the complaint MSCC should launch an investigation and within 30 days should be in a position to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned.
- Executive Board Member must record all relevant information about the complaint and keep it as simple and accurate as possible.
- At the meeting, a detailed explanation of the results of the investigation should be given and an apology should also be made if deemed appropriate. This type of meeting gives MSCC the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated.
- Finally, the results of the resolution and meeting should be documented and any weaknesses in MSCC's procedures should be identified and modified.
ROLE OF EXECUTIVE BOARDThe Executive Board Member who receives a complaint will evaluate the information to determine whether it falls within the scope of this policy. If so, the Executive Board Member will collect and review all available information and attempt to resolve the issue informally through discussions with the complainant. The Executive Board Member may choose to use other resources as required. Executive Board Members involved in resolving the complaint are aware of their responsibility to maintain the confidentiality of the matter and to respect the privacy rights of all parties involved.
Informal complaint files
Details of informal complaints should be noted as soon as possible and may include information such as when, where and how the alleged issue giving rise to the complaint occurred, who was involved and the names of potential witnesses. These notes may be required if a formal complaint is filed. Complaints that are resolved amicably to the complainant's satisfaction will not be followed up. However, all records relating to the resolution of informal complaints must be kept and recorded in Executive Board Meeting minutes.