Complaints Management

95,994 complaints were made against hospital and community health services in 2000/2001. Of these only 56% were resolved locally within four weeks with 6% still being open at the end of the year.

The management of formal complaints is a costly and time consuming exercise. It is therefore essential that  complaints are resolved as quickly as possible in order to contain costs as well as to improve an organisation's appearance and relationship with its clients. Whilst MCM Associates' complaints management training services can assist organisations in improving their management of complaints, some complaints will not be capable of early resolution and some can remain unresolved for long periods.

MCM Associates are specialists in providing innovative solutions to difficult complaints. We are also experienced in devising strategies to deal with difficult complainants, ensuring that definitive exit strategies are employed to avoid protracted and unnecessary correspondence.

Complainants often request recompense as part of their perceived concerns. However, organisations are often reluctant to provide such payments despite these helping to avoid a claim being made in the future. MCM Associates provide complaints managers with support and advice in order to facilitate such payments being made.

Whilst MCM Associates' complaints management services can be provided as a standalone service, they are more often provided in concert with the provision of a claims management service or as one component of an advisory service.