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.

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Upload evidence that demonstrates how your organisation meets this action.

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

1. Support to raise complaints

Older people can access advocates

The policy includes a process for how older people can access advocates, language services and other supports when raising or resolving complaints.

Offering supports when communication

The policy requires training to be done on offering supports when communication or capacity barriers exist.

Support offers

Care and services documentation must record when supports were offered and used in complaint files.

2. Monitor and report

Quarterly review of complaint registers

The policy includes a process for quarterly review of complaint registers and supporter involvement.

Reporting themes to governance

The policy includes a process for reporting themes to governance.

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