🗣️Feedback, complaint, and response mechanism (FCRM)

A feedback, complaint, and response mechanism plays a dual role in assessing the quality of services provided and ensuring accountability of service providers towards their patients. A transparent and effective FCRM increases trust in patients and allows patients to seek services safely and with dignity. It can play a proactive role in reducing harm and improving the quality of services provided. An FCRM should also include community/patient representation to ensure patient perspectives are included in the process.

Key things to consider when establishing an FCRM

• Ensure FCRM is accessible. This can be done by publicizing it on your organization’s website, putting it up in your hospital or clinic, and familiarizing staff with the mechanism, etc. so that people know how to make a complaint or share feedback.

• Ensure FCRM is functional and effective. Assign people to be in charge of the process and ensure they are trained to receive and respond to feedback and complaints, etc.

• Ensure that the FCRM is transparent. Communicate the process and steps to the person giving the feedback or complaint.

Sample language

• “[ABC] is committed to providing a healthy and accepting setting for all youth placed in its facilities by training staff and educating youth to respect each other. Any discrimination against or harassment of youth, including by other youth, will not be tolerated… If you have experienced harassment or discrimination in violation of this policy, please file a grievance according to facility policy. All grievances will be reviewed and investigated immediately.”