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