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
2.6.5

The provider collects and analyses complaints and feedback data. Outcomes are reported to the governing body and individuals and inform the provider's quality system to improve the quality of funded aged care services.

Provider-level trend analysis of complaints (types) and feedback or similar including complaints unresolved over 3 months What is required in the document:

The Service Provider should:

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

1. Data analysis and reporting

Analyse Complaint Data

Collect and analyse complaints and feedback data from older people and supporters for organisation-wide themes.

Report Analysis Outcomes

Report outcomes to governance and inform the quality process to improve funded aged care services.

Share Findings With Consumers

Share appropriate findings with older people where it supports improvement.

2. Monitor and report

Review Registers And Trends

Review registers, trends and quality improvements linked to complaints at least quarterly.

Report To Governance

Report to governance.