Complaints Management

Learn how to successfully implement a complaints management system to improve outcomes and meet quality standards

This workshop will simplify requirements and guide you through the essential components of a complaint management system to ensure complaints are documented, investigated and result in improved outcomes.

Workshop includes:

• Create a culture that welcomes complaints as a learning and improvement opportunity
• Best practice complaint response, investigation and open disclosure processes, including complaints from the Aged Care Quality & Safety Commission, or the NDIS Commission
• Complaint management documentation to demonstrate effective risk management and continuous improvement
• Monitoring and analysing complaint data to improve care and services
• Checklist and case study practice to apply what you have learned

Take away practical strategies to:

• Comprehensively assess your complaints management system against Aged Care and NDIS quality standards
• Improve your complaint management and investigation documentation
• Improve outcomes for clients, staff and your organisation