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When:
August 17, 2021 all-day
2021-08-17T00:00:00+10:00
2021-08-18T00:00:00+10:00
Where:
Online Webinar
Contact:
Lorraine Paulos
In this webinar, you will come away with a clear understanding of the systems and processes you are required to have in place for managing complaints to achieve positive outcomes.
What will this webinar include?
- Defining what constitutes a complaint (and what doesn’t)
- Aged Care Quality Standards requirements and guidance on complaints
- Essential aspects of complaints policy and procedures
- Choosing the right complaints strategy
- LPA four-step approach for handling and responding to informal complaints (RRRR)
- Communication techniques
- Diffusing difficult situations
- Escalating complaints with a defined complaint management process
- Achieving a win/win outcome for the complainant and the service
- Forming a view and communicating outcomes
- Creating and sustaining a positive organisational complaints culture
- Capturing and maintaining a register for complaints
- Trending and analysis of complaints for continuous improvement
- Documentation and record keeping
- Using complaints, outcomes and trends from complaints to continuously improve
