Service standards
Citizen’s Charter.
Understand the service commitments, the information a request needs and the path to use when a matter remains unresolved.
3 of 3 topics shown
Prepare a complete reference
Keep the relevant UAN, Member ID, PPO or establishment reference and the records connected to the service.
- Use the correct identifier
- Check identity and bank readiness
- Keep acknowledgements
Track the request outcome
A service status should show what was received, the current stage and whether another action is required.
- Claim reference
- Current owner
- Recorded outcome
Use the grievance path
Prepare the request history, supporting records and earlier acknowledgements before escalating.
- Describe the issue
- Attach relevant evidence
- Retain the grievance reference