Naíscoil Ghreanacháin Complaints Policy
Principle
Naíscoil Ghreanacháin aims to provide the highest quality care and education for all children attending the setting. At Naíscoil Ghreanacháin we aim to provide a warm welcome and caring environment within which all children can learn and develop as they play. Naíscoil Ghreanacháin intends to work in partnership with parents/carers/guardians to meet their needs and the needs of their children and welcome comments/suggestions on how to improve provision.
Policy
Management of Naíscoil Ghreanacháin endeavour to quickly and informally resolve concerns through discussion with the appropriate member of the setting staff. All comments and complaints will be taken seriously and dealt with fairly and confidentially. If a parent/carer/guardian is not satisfied with any aspect of the provision of care and cannot informally resolve the issue, they may then follow the complaints procedure.
Procedure
At Naíscoil Ghreanacháin we will seek parents/carers/guardians views by:
· Encouraging parents/carers/guardians to place comments in the comments book/box which can be located in the foyer.
· Ensuring comments are shared with staff and the management team on a regular basis.
· By issuing questionnaires at regular intervals for parental feedback on various aspects of provision.
Dealing with complaints:
Parents/carers/guardians should follow the following steps if they wish to make a complaint:
· Speak to the leader in charge –Sinéad Uí Chatháin 07549062011.
· If the issue is not resolved or reoccurs, the parent/carer/guardian should put their complaint in writing to the leader in charge.
· If this fails to resolve the issue, a meeting may be requested with the management team and leader (if appropriate) by writing to the management team – Chairperson Malachaí O’hAgáin – 07746930591
· Both parties may have a friend/partner present and a written record of the meeting will be kept.
· Most complaints should be resolved at this stage, however should we be unable to reach an agreement, an external mediator may be invited to help resolve the issue.
· In some circumstances it may be necessary to involve the Health and Social Care Trust if a child appeared to be at risk or there was a possible breach of registration requirements. In this case a further investigation of the complaint would be carried out.
· HSCT early years social worker may be contacted for advice: Northern Early Years Team 028 2766 1340
· Public Services Ombudsman may be contacted for advice: : 0800 343424
· A complaints procedures flowchart with relevant contact information is displayed on parents notice board.
Recording complaints:
A complaints register is maintained to record all complaints and the steps taken to
resolve them. The register is made available to the Trust’s Early Years Team upon request.
Reports on the progress of the investigation of any complaints are provided regularly
to complainants.
Complainants are asked to read, sign and date the recorded outcome of any
complaint, indicating whether or not they are satisfied with the steps taken to resolve
the matter. Where the complainant remains dissatisfied, they are advised of other
channels available to them to pursue their complaint further.
This policy will be reviewed annually by the management team to ensure it remains fit for purpose.
This policy was adopted by Naíscoil Ghreanacháin management team.
Signed: ………………………………………………………………………………….
(on behalf of the management team)
Position: ………………………………………………………………………………….
Date: …26/08/2022……………………………………………………………………………….
Reviewed on:
Date: ………………………… Signed: ………………………………………….
Date: ………………………… Signed: …………………………………………..
Date: ………………………… Signed: …………………………………………..
