Standards › Standard 1 › Policies
Policy · INC-POL-002 · Version 1.0 · Approved by the ASF Expert Committee
1. Purpose
To receive, respond to and learn from complaints and feedback from patients, families and the public [E-006, EC].
2. Scope
All complaints and feedback about care, staff, facilities or services at the facility.
3. Responsibilities
| Role | Responsibility |
|---|---|
| complaints officer | Logs each complaint, acknowledges it and tracks the response. |
| clinical director | Reviews clinical complaints. |
4. Procedure
- Accept complaints in person, by phone, in writing, online or through a representative [E-006].
- Acknowledge within 5 working days and state the expected response date [E-006].
- Assign to a person with no conflict of interest in the matter [E-006].
- Give a written response within 30 days, or tell the complainant why more time is needed [E-006].
- Record the complaint, response and learning in the complaints log [EC].
- Tell the complainant how to appeal to the chief executive [E-006].
5. Records
Complaint form, complaints log, response letter.
6. Evidence
| Reference | Note |
|---|---|
| E-006 | ASF Policy Framework v1.2. |
| E-009 | ASF Expert Committee consensus. Local legal timeframes to check. |
7. Change history
| Version | Date | What changed | Approval |
|---|---|---|---|
| 1.0 | — | First approved version | Approved by the ASF Expert Committee |
E-learning for this document
- Incident Reporting, Just Culture and Open Disclosure (T-09)
- Records, Confidentiality and Data Protection (T-11)
- Complaints Handling and Patient Feedback (T-12)
- Patient Rights and Responsibilities (A-01)
References
- Accréditation Sans Frontières (2026). ASF Policy Framework v1.2. (E-006)
- Accréditation Sans Frontières (2026). ASF Expert Committee consensus on Standard 1. (E-009)