All staff are expected to take prompt action to try and prevent concerns

from escalating into reportable complaints.

The following 6 steps are useful reminders of how to achieve local

resolution:

Listen to the person's concerns or issues

Empathise with them, see the concerns from their perspective

Don't justify or make excuses about mistakes or problems

Take notes of the concerns they are raising

Agree and confirm the action that will be taken to try to resolve the

matter

Follow the promised action through and ensure the person is kept up to

date with progress