August 17, 2021 @ 1:00 pm – 4:00 pm
Complaints Management for Positive Outcomes @ Online

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

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