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
2.6.1

The provider implements a complaints and feedback management system to receive, record, respond to and report on complaints and feedback.

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. Process design for older people

Approve Older Person Complaints Process

Develop and approve a feedback and complaints policy and process for older people, supporters and others that documents the full complaint lifecycle and learning from outcomes.

Define Process Safeguards

Define confidentiality, consent for recording, escalation to associated providers and integration with information management, incidents and the quality process.

Publish Reporting Pathways

Publish how to give feedback or make complaints, including access to advocates, language services and external complaint bodies.

2. Monitor and report

Review Complaints Quarterly

Review older person complaint registers, resolution timeframes and open disclosure records at least quarterly.

Report Themes To Governance

Report themes, improvements and outcomes to governance and older people where appropriate.