For complaints other than MDS-relates ones refer to this page.

Complaints related to the quality of implementation are resolved in line with this protocol.

These complaints can be related to lack of responsiveness to request for references, low quality of implementation or other issues directly linked to the MDS.

Protocol for handling complaints

1. The MDS Coordinator raises the complaint directly with the organisation. The organisation is given 3-6 months to respond to concerns and improve.

2. After 6 months, if there is no response and/or no improvement, the complaint will be escalated to the head of the organisation.

3. After 9 months, if there is no response and/or improvement, and no action is taken by the Implementing Organisation, the organisation will receive final warning.

4. After 12 months, SCHR together with SCHR Chair will review the implementation data submitted by the organisation in question (if any) and the patterns of complaints and proceed with delisting the organisation.

5. The final decision will be documented on the MDS website, shared with the Advisory Panel and other Implementing Organisations.