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.

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.

Evidences 1

Complaints & Feedback Process

Related: Complaints & Feedback Process.xlsx

✦ Marple suggests:

Review Marple analysis below and submit your self assessment.

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

1. Process design for older people

Feedback and complaints from older

The policy includes a process for how feedback and complaints from older people, supporters and others are received, recorded, investigated, responded to, managed, resolved and learned from.

Confidentiality and consent

The policy defines confidentiality, consent for recording, escalation to associated providers and integration with information management, incidents and the quality system.

Formal complaint and feedback channels

Met

The policy includes a process for how to give feedback or make complaints, including access to advocates, language services and external complaint bodies.

Rationale

Channels are documented and accessible via phone, email, web form, and in-person visits.

Quotation

Participants can submit complaints through phone (02) 8660 1936, email, website form, social media, post, and in-person at 20 Carlton St. Granville NSW 2142.

2. Monitor and report

Quarterly review of older person

The policy includes a process for quarterly review of older person complaint registers, resolution timeframes and open disclosure records.

Reporting themes, improvements and outcomes

The policy includes a process for reporting themes, improvements and outcomes to governance and older people where appropriate.

Self-Assessment

Select one option describing the outcome of this action and provide your rationale.