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

2.6.4

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

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

1. Timely resolution and open disclosure

Complaint timeframes

The policy includes a process defining timeframes and roles for resolving complaints from older people and supporters, including consultation with the person who made the complaint.

Open disclosure when harm occurs

The policy requires open disclosure when harm occurs and documents actions to prevent recurrence.

Escalating serious complaints to governance

The policy includes a process for escalating serious complaints to governance.

2. Monitor and report

Quarterly review of resolution timeframes

The policy includes a process for quarterly review of resolution timeframes and open disclosure records.

Reporting outcomes to governance

The policy includes a process for reporting outcomes to governance.