Complaints and feedback management for individuals

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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.

2.6.1 Official Standard

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

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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.

To give feedback or make

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

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.

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