Feedback and Complaints Regarding Services and Supports Policy Statement / Process

Sunbeam Centre, and its satellite Departments, are ‘Dedicated to Excellence”. As such, accepting ‘feedback’ from consumers and the general public; and the presence of a process to respond to ‘complaints’; supports continuous quality improvement in service delivery.

FEEDBACK: Definition & Process

Feedback is positive or negative commentary normally related to, the services/supports provided by (or accessed through) Sunbeam Centre, to its clients or to the general public. It may be solicited, or unsolicited. Feedback may come from a client, a person representing a client, an agency or authority, or the general public. Feedback does not necessarily require a response from Sunbeam.

A staff member at Sunbeam receiving Feedback, shall record same on a ‘Complaint/Feedback Log’, and discuss the Feedback with their immediate Supervisor; who will determine if a response is required. Any such response will be made within 5 business days, in a format that is understandable to the author.

A ‘Feedback/Complaint Submission Form’, found on this website facilitates the submission of Feedback. Date of receipt of all Forms are recorded on the ‘Complaint/Feedback Log’. Annually, all Feedback will be reviewed by the Executive Director. All Forms and Logs will be retained, as an administrative document by the Executive Director.

Feedback will be solicited annually, from a sample of clients, through the use of a ‘Feedback/Questionnaire’, with all returns reviewed and retained by the Executive Director.

COMPLAINT: Definition & Process

A Complaint is an expression of dissatisfaction normally related to the services/supports provided by (or accessed through) Sunbeam Centre to its clients or to the general public. A Complaint may be expressed formally or informally. A Complaint may come from a client, a person representing a client, an agency or authority, or the general public. A Complaint normally requires a Sunbeam response, except that no attempt will be made to resolve a Complaint determined by Sunbeam Centre to be frivolous or vexatious.

A Complaint regarding services and supports delivered formally or informally, shall attempt to be resolved in hierarchical steps, starting with the Staff receiving the Complaint. If unresolved, the Complaint then goes in turn to the Staff’s immediate Supervisor, then to the Director, and if still unresolved, to the Executive Director. If an attempt to resolve the Complaint by the Executive Director fails, the complainant is invited to submit the Complaint in writing to the Board of Directors. Resolution may be achieved at any step.

The Staff/Supervisor/Director/Executive Director shall review the Complaint, and determine the nature of a further response. At any step, wherever possible, a verbal response shall be returned to the complainant within 3 business days. If a written response is deemed to be required, at any hierarchical step, it shall be returned to the complainant, wherever possible, within 5 business days.

If a Complaint initially comes directly to the Executive Director of Sunbeam Centre, the Executive Director may delegate/ appoint a delegate to manage the Complaint resolution process.

A staff member at Sunbeam Centre who receives a Complaint, will record same on a ‘Feedback/Complaint Log’, discuss the Complaint with their immediate Supervisor, and determine the response. The Log accompanies the hierarchy step resolution process. The Log will eventually be forwarded to the Executive Director. The Executive Director will retain all Logs, as administrative documents in a ‘Feedback/Complaint File’ in the Office of the Executive Director.

A ‘Feedback/Complaint Submission Form’, found on this website facilitates the submission of a Complaint. Date of receipt of all Forms are recorded on the ‘Complaint/Feedback Log’.

Annually, all Complaints will be reviewed by the Executive Director. All Forms and Logs will be retained, as an administrative document by the Executive Director.