Secretary of Complaints Committee

As Secretary of the Complaints Committee, you ensure that complaints are handled carefully, independently, and according to applicable procedures within a healthcare and education institution. You are an important link between clients, the complaints committee, involved employees, and other parties. You provide secretarial, administrative, and organizational support to the independent complaints committee.

Clients, students, or their representatives can contact the complaints committee if they are dissatisfied with the treatment, guidance, or services, or if they have another complaint.

What you will do.

• Receive written complaints from clients, their representatives, or on behalf of clients, and inform them about the complaints procedure.
• Assess whether a complaint has already been discussed with the directly involved employee(s) and/or supervisor and, where appropriate, refer to the patient advocate or complaints officer.
• Discuss with the client whether additional support is desired, for example, from a patient advocate in the context of compulsory care.
• Organize, when a complaint has been declared admissible, at the client's request, a discussion with an external mediator or the handling of the complaint by the complaints committee during a session.
• Inform involved employees about the submitted complaint and the further handling procedure.
• Ensure complete and careful registration of complaints and associated documents, and maintain the archive.
• Prepare minutes of the sessions and arrange for the dispatch of decisions, advice, and recommendations from the complaints committee to the involved parties, including the complainant, the accused, and the Board of Directors and, for Wvggz complaints, the Medical Director.
• Ensure the anonymized publication of decisions.
• Compile the annual report of the complaints committee, provide complaint figures to various departments, and contribute to updating complaint regulations.