Avoiding ‘difficult’ complaints
There are three common mistakes to avoid when responding to complaints, according to one of Australia’s leading experts in complaints management.
A good initial response to complaints can stop them from growing into major headaches for aged care providers, according to one of Australia’s leading experts in complaint management.
Peter Condliffe, a barrister, specialist mediator and the author of Conflict Management: A Practical Guide, will be addressing the Tri-State Conference in Mt Gambier this weekend.
He says that close to nine in ten complainants will not pursue their complaints any further if they feel that their concerns have been listened to and addressed.
But too often, organisations respond to complaints with delays, denial or hostility, leading to further complaints.
In fact, Mr Condliffe says complaints are managed poorly almost 50 per cent of the time.
“When a person’s complaint is not well managed, that is more likely to make them a difficult complainant,” he said.
“Most complainants often just want an explanation. If someone gets a cold pie for dinner and they raise that issue with management, they are generally not going to take the matter to the Department of Health and Ageing’s Complaints Investigation Scheme (CIS) unless they get no response or a hostile response.”
Mr Condliffe says aged care facilities need to have good policies, procedures and staff training for managing complaints.
He also believes aged care organisations should encourage residents and their families to comment on the services they deliver.
“If you have something that is not working in a facility, such as a laundry, food or staffing issue, the management would like to know about that,” Mr Condliffe said.
“They want that feedback because it can lead to service improvement. Good services treat complaints as free feedback and respond to them well.”
The Tri-State Conference will be held in Mt Gambier from 28 February to 1 March. Peter Condliffe will be presenting at 2.15pm on Sunday.
