What is your complaints process
Quality of care forms the foundation of Converge’s service, and we encourage feedback as part of our continual improvement process. To ensure we have the required information and consent to investigate complaints, Converge has developed standardised forms for lodgement of complaints, either by the service user or a client organisation.
The first step is that the complaint will be acknowledged. Thereafter, an investigation is undertaken by the relevant department within Converge. Investigation of high priority (urgent) complaints will be completed within 5 business days and non-urgent complaints within 15 business days. Where the relevant consent is provided (as outlined in our forms), this time is used to collate the relevant information, contact all parties and conduct a thorough review.
Converge will make every effort to resolve the matter to the satisfaction of all involved. If the service user or client organisation is not satisfied with the complaint review, the matter can be escalated to a member of our senior leadership team relevant to the area of service that the complaint relates to.
Each complaint review includes a continuous improvement suggestion raised for process or policy change/s to help mitigate the likelihood of a similar complaint being raised in the future. Converge's monthly feedback review meetings include leaders of each business unit, to review themes and trends from both formal complaints and informal feedback, which leads into our continual improvement process. This is an important part of our ISO9001:2015 certified Quality Assurance Framework.