Complaints managementYou are the general manager of Whitetown Hospital, a 80-bed health service facility in a small ruraltown. Your personal assistant has just drawn your attention to a letter of complaint which arrived fourweeks ago, whilst she was on annual leave. The person relieving her has date stamped the letter andleft 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 thenSection A (~ 600 words)Design a position statement for Whitetown Hospital which describes how complaint managementcontributes to the overall safety and quality of the health service based on contemporary complaintsmanagement literature. This position statement will be accessible on the Whitetown Hospital websitefor both staff and the community to view, and should include a description of the process and optionsavailable 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 generalmanager. Your response will require a level of confabulation, and should reflect that many, but notall, of the issues raised in the complaint appeared to have substance.30% Designs a clear and succinct position statement addressing complaint managementdemonstrating a depth of knowledge about the position of complaints management within a safetyand quality framework20% Recommends a comprehensive investigation framework that identifies all relevant issues andcomponents demonstrating a depth of knowledge about safety and quality30% Compiles a clear and succinct letter of response to the Dimitri family, which is easily understoodand contains relevant themes based on contemporary safety and quality frameworks10% Validates perspectives through correct interpretation of relevant and current literature (> year2003)10% Produces correct grammar, spelling, formatting, style (report) and referencing.
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