Feedback and Complaints Policy
Feedback and Complaints Policy for Compass Retreats
Purpose: The Feedback and Complaints Policy is designed to provide a clear framework for receiving, managing, and addressing feedback and complaints related to Compass Retreats. This policy aims to promote continuous improvement, ensure participant satisfaction, and foster a culture of open communication.
Scope: This policy applies to all participants, clinicians, staff, and stakeholders involved with Compass Retreats.
1. Commitment to Service Quality
The Gateways Program is committed to providing high-quality services and experiences for all participants. Feedback and complaints are essential tools for identifying areas for improvement and enhancing the overall effectiveness of our program.
2. Encouraging Feedback
Participants are encouraged to provide feedback regarding their experiences in the program. Feedback will be requested at the end of the retreat and during the final psychology session one month post. Feedback can be about various aspects, including but not limited to:
Quality of services received
Activities and workshops
Staff interactions and support
Facility and accommodation experiences
Suggestions for improvement
3. Complaints Definition
A complaint is defined as any expression of dissatisfaction regarding the services provided by Compass Retreats that requires a response or resolution.
4. How to Provide Feedback or Make a Complaint
Participants can provide feedback or lodge complaints using the following methods:
Verbal Feedback: Participants may share their thoughts in person during sessions or meetings with clinicians or program coordinators.
Written Feedback: Participants can submit written feedback or complaints through email or a designated feedback form available at the retreat.
Anonymous Feedback: Participants may also choose to provide anonymous feedback if preferred, using designated anonymous submission online forms post retreat.
5. Processing Feedback and Complaints
Acknowledgment: All feedback and complaints will be acknowledged promptly (within 3 business days) to confirm receipt and communicate that the concern is being taken seriously.
Investigation: Relevant staff will investigate the feedback or complaint thoroughly, gathering all necessary information and perspectives. This process should be completed within 10 business days.
Resolution: Following the investigation, participants will receive a response that outlines the findings and any actions taken to address the issue. If resolution is not possible, explanations will be provided.
6. Confidentiality
All feedback and complaints will be handled confidentially. Identifiable information will not be disclosed without the consent of the individual involved, except where required by law or when disclosure is necessary to protect the safety of individuals.
7. Continuous Improvement
The feedback and complaints received will be reviewed regularly to identify trends and areas for improvement within the program.
Staff will be provided with ongoing training to enhance their ability to respond to feedback and complaints effectively.
8. Review of the Policy
This Feedback and Complaints Policy will be reviewed annually or as necessary to ensure its effectiveness and alignment with best practices and regulatory standards. Staff will be informed of any revisions to the policy.
Conclusion: The Gateways Program values the voices of participants and recognizes that feedback and complaints are vital for fostering a culture of continuous improvement. By providing accessible channels for communication, we aim to enhance participant satisfaction and ensure that the program meets the needs and expectations of all involved.