Organisational Standards – Policies

qssp_logo_for_webADAPT remains committed to the formal adoption of QuADS policies and procedures and to the full implementation of QuADS as an established quality standards framework to ensure that the provision of our Drug and Alcohol services is in line with evidence-based best practice.  ADAPT has been, and will continue to be, guided by the QuADS Organisational Standards manual to self-assess our service internally.  All core, service-specific and target-specific standards have been applied to ADAPT.  Responsibility for co-ordinating the self-review has been designated to the Senior Officers.  Areas of responsibility for particular sections have been assigned and communicated across the organisation.

An evidence-based internal audit tool has been designed to support the implementation and ongoing internal monitoring of this process.  The audit tool can be used for external independent monitoring and assessment.

Policy Library

Safety Statement
Child Protection & Welfare Policy
Data Protection & Information Governance Policy
Confidentiality & Consent Policy
Making a Complaint

Concerns & Complaints

What is a complaint?

A complaint is an “expression of dissatisfaction requiring a response”. ADAPT strives to continually improve its quality of care. Complaints are taken seriously and are viewed, and where lessons can be drawn are used to apply improvements to the service.

This leaflet explains what to do if you have a complaint about us. As part of our Quality Assurance Framework, we have a Complaints Procedure.
The aim of the procedure is to ensure each complaint is properly investigated and, wherever possible, resolved to the complainant’s satisfaction.

However, as there is a very fine line between a complaint and a concern, it is advisable to give staff the opportunity to discuss the matter with you prior to submitting a formal complaint.

We will investigate a complaint if it is one of the following:

• An expression of dissatisfaction about the standard of service.
• Action or lack of action by the service which affects an individual or group.
• An allegation that the service has failed to observe proper procedures.
• How an individual has been treated by a member of staff.
• An allegation that there has been an unacceptable delay in dealing with a matter.

Complaint procedure

ADAPT will maintain a consistent and fair method of processing complaints. Any complaint against staff should be raised directly with the staff member concerned or if more appropriate with the relevant Senior Manager. Formal complaints should be addressed in writing to the relevant Senior Manager.

We will make sure that:

We respond to your complaint within three working days of receipt:
• We will address every point you make.
• Each complaint is answered within four weeks of receipt.
• Every aspect of your complaint is answered clearly.

You don’t have to give your name or address, but this may make it difficult for us to respond and therefore to introduce improvements where required.

If we suspect something illegal has happened, we may need to inform Gardai and you will need to be told about this. We usually investigate complaints that are less than twelve months old.

This should NOT stop you from making a complaint but it may be more difficult for us to investigate it fully.

We may need to meet with you about the complaint and you may wish to be accompanied by a friend or advocate. There will be a record of this meeting and you will be asked to sign this, to ensure its accuracy.

You will also be given a copy of this record. Once the investigation is complete, you will be advised of:

• How we carried out the investigation.
• What we found out.
• If your complaint was upheld and what we intend to do about it.
• You can get a copy of the Complaints Procedure by telephoning, writing or just asking any member of staff.