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.

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

1. Data analysis and reporting

Complaint themes

Analysis shows complaint and feedback types and themes from older people and supporters over the past 12 months.

Unresolved complaints

Analysis shows unresolved complaints over three months where tracked and actions taken.

Quality-system improvements

Analysis links themes to quality-system improvements for funded aged care services where documented.

2. Monitor and report

Complaint quarterly review

Analysis supports quarterly review of registers, trends and quality improvements linked to complaints.

Governance reporting

Analysis supports reporting to governance on complaint themes and outcomes.

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