Staff must provide the information necessary to resolve complaints received from the participant, their representative, or other concerned persons. Each complaint should be handled in a courteous manner.
Staff should minimize participant dissatisfaction by:
- Carefully explaining why information is requested, how it is used and why each action is required at the time of:
- The interview
- The annual review; and
- Each interim contact.
- Giving the participant time to absorb and understand each action;
- Avoiding any methods or manners which may appear to overwhelm the participant.
- Immediately attempting to resolve the complaint, with the participant.