2.6b

Complaints and feedback management for individuals

In progress

Outcome Statement

The provider must encourage and support individuals and others to make complaints and give feedback about the provider's delivery of funded aged care services without reprisal. The provider must acknowledge and transparently manage all complaints and feedback and use complaints and feedback to contribute to the continuous improvement of funded aged care services.

Step 1 of 3: Understand

Official Standard
Regulatory requirement Aged Care Quality Standards
2.6.4

The provider takes timely action to resolve complaints and uses an open disclosure process when things go wrong.

Feedback and Complaints Management Policy What is required in the document:

The Service Provider should:

Each item includes expandable text from Aged Care Quality and Safety Commission guidance.

1. Timely resolution and open disclosure

Define Resolution Timeframes

Define timeframes and roles for resolving complaints from older people and supporters; consult the person who made the complaint.

Require Open Disclosure

Require open disclosure when harm occurs; document actions to prevent recurrence.

Escalate Serious Complaints

Escalate serious complaints to governance.

2. Monitor and report

Review Resolution Timeframes

Review resolution timeframes and open disclosure records at least quarterly.

Report Outcomes To Governance

Report outcomes to governance.