Thursday, May 17, 2007


The TC in this case asked if we can come up with a flow chart so that the correct protocol can be used when dealing with complaints. In addition to our Complaint sheet, I think they want to bind it in a book and issue it to the the officers so each officer will know what to do, which is good. I do think if there was a set way of dealing with complaints it would help caregivers to get the right information in a timely manner.

It will also ensure every officer knows what to do and new officers will not then be confused or not ask for the right information. It will also prevent officers from claiming that they weren't informed. It would also of course save time because as much relevant information as possible will be in one place. I'm working on it now and JaQ is helping to pretty them up for me!

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Blogger VeganCatsg said...

Algorithm is the way to go!
Hopefully one day CWS will be paid for this community service and the fund will keep this great organisation going indefinitely!

17/5/07 4:20 PM  
Blogger calsifer said...

Wonderful! SOP manuals are the lifeblood of ensuring correct follow-through of processes. Will this be shared with other TCs?

17/5/07 4:24 PM  
Blogger Dawn said...

Once I figure out how to get the information in a semi-presentable fashion (JaQ is laughing at me), we'll be happy to share it with you and you can speak with your officers about it.

We would also be happy to go down and speak with the officers directly. One TC asked us to do that.

17/5/07 4:29 PM  
Anonymous ck said...

hi dawn, if you need any help to transform your drawings into something more "professional looking" let me know; I can probably whip up something in MS Visio with the proper flowchart symbols.

And while we're on the subject on SOP, perhaps you can suggest to the TC on a standard SOP to deal with unreasonable complainants who refuse to divulge their identities and yet at the same time expect the TC to act on their complaints!

17/5/07 4:51 PM  
Blogger Dawn said...

Yay CK - you're a lifesaver! How would I send you what information I need though? Would step by step suffice? Do I draw something?

17/5/07 4:56 PM  
Blogger VeganCatsg said...

Perhaps it can be made available on cws website that TC officers can refer to.

17/5/07 4:58 PM  
Blogger VeganCatsg said...

Why are some TC officers afraid of telling complainants to either speak to CWS or caregivers in the estate? Are they afraid that their superiors will think they are not doing their job by passing the buck? If i were a TC officer, i would be so happy to say..oh can you speak to the Dawn, the specialist on cat issues or can you speak to your fellow resident who is in the cat management!

17/5/07 5:01 PM  
Blogger Dawn said...

Vegancatsg - to be fair I think in this case it's because the GM felt that the officers should have 'ownership' of the problem. There were a few officers who sort of disassociated themselves from the whole case and made it either a CWS or resident's issue and washed their hands off it. The GM felt that the officers needed to be ultimately responsible. Perhaps this officer is now wary of crossing that line.

I do think there's a difference though between a resident speaking with the caregiver while the officer is still 'in charge' and the officer completely disowning any responsibility.

17/5/07 5:18 PM  
Blogger VeganCatsg said...

A must read why close one eye?

17/5/07 6:19 PM  

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