Issue - meetings

The Board received a report setting out a proposed Complaints Handling Protocol for the HSP.

It was noted that the Local Ombudsman had published a report that had identified problems attached to the handling of complaints where there was a partnership of responsible bodies. In order to address this, the Ombudsman had recommended that Local Strategic Partnerships, amongst others, should establish Complaints Protocols.

In response to a suggestion that the Haringey Compact should be used as a model of best practice and that the Complaints Protocol should reflect this, the Board was advised that there were certain statutory requirements that the Protocol had to fulfil. However, the arrangements in place under the Haringey Protocol could be reviewed to determine whether there were any aspects that could be incorporated.

RESOLVED:

1. That the Complaints Protocol be approved.

2. That all Partners should ensure that arrangements were put in place to facilitate the effective implementation of the Protocol.

3. That the appropriate publicity be provided for Services Users and staff (as set out in paragraph five of the report).

4. That the operation of the Protocol be formally reviewed after the initial twelve months of operation and thereafter as required, or if one or more partners consider that modification is necessary.