Complaints office
1. aim and purpose
The complaints office of AmalCare eG serves to process complaints from nursing staff, cooperation partners or other parties involved in the recruitment process quickly, fairly and confidentially. It guarantees transparency, neutrality and the protection of those involved.
2. responsibility
Responsible for the processing of incoming complaints is
Carl-Heinrich Feddersen
Tax Adviser |LB | Lecturer | Tax Adviser Certified Mediator (University of Applied Sciences)
Business Mediator (BStBK)
Managing Partner
IHR KANZLEIHAUS in Viöl
Norstedter Straße 1, D-25884 Viöl
Phone: +49 4843 2085021 | Fax: +49 4843 2085020
Mobile: +49 151 22632337
Mr. Feddersen assumes a neutral, independent role and is not bound by instructions from the management of AmalCare eG.
3. submission of complaints
Complaints can be submitted:
- By e-mail to: beschwerden@amal-care.de
- In writing (postal address: AmalCare eG, Janusallee 1, 23714 Bad Malente)
- By telephone via Mr. Feddersen's office
- In person in a confidential conversation Anonymous complaints are also permitted.
4. course of the complaints procedure
1. receipt: Every complaint is documented and confirmed in writing within 5 working days.
2. examination: Mr. Feddersen examines the complaint objectively and neutrally. If necessary, further documents or statements are obtained.
3. discussion & mediation: A proposed solution or decision is communicated within 3 weeks of receipt. If necessary, a mediation session will be offered.
4. documentation: All processes are recorded in writing. Results and measures are communicated confidentially to the parties involved.
5. conclusion: After clarification of the facts, the case is documented as closed. Results are included in the annual quality and risk analysis.
5 Confidentiality & data protection
All complaints are treated in strict confidence. Only Mr. Feddersen and, if applicable, authorized persons have access. In accordance with the GDPR, data is only stored for a specific purpose and deleted after 2 years at the latest once the procedure has been completed.
6. reporting obligation
Mr. Feddersen prepares an anonymized report to the management of AmalCare eG every six months. This contains
- number and type of complaints
- processing times
- measures taken
- suggestions for improvement
7. quality assurance
Regular training of employees in dealing with complaints and continuous improvement of the procedure through feedback and evaluation.