Better Practice Guide to Complaint Handling in Aged Care Services

From the Australian Department of Health and Aging, this document  provides an evidence-based approach to complaint handling in a plain English, easy-to-understand format. It highlights the role of communication in effective complaint handling and the benefits of resolving complaints within a service.

The document, and accompanying tools, resources and templates help encourage a positive, blame-free culture around complaint handling in aged care services by:

• fostering an understanding of the complaints journey and how it affects the people involved
• setting out the essential elements for the effective management of complaints within a service including skills, procedures and policies
• providing adaptable templates, tools and resources to support the implementation of a complaints system in aged care services.

 http://www.health.gov.au/internet/main/publishing.nsf/Content/complaint-handling-toolkit-better-practice