Complaints are one of the best ways to identify problems with service delivery and how they can be fixed. They provide the opportunity to do better. Complaints are part of having a business - its how your organisation deals with them that makes the difference! Following the release of the long awaited NDIS Review the focus is now squarely on Continuous Quality Improvement in order to deliver safer, better, measurable, outcome focussed supports.
To improve our service, we first need to find out areas we need to work on. How do we do this? Having a policy and procedure is only the first step - a well documented Complaints Management System is essential, as is putting it all into practice. Because that's what really matters - the Practical Implementation!
By making it easy and reassuring Participants their complaints will be respectfully received and investigated we are more likely to understand the views our participants have of our staff and business. Providing regular feedback opportunities makes Participants feel valued and appreciated and that they are being heard! So incredibly empowering for both sides!
This training provides all the information you need to be able to successfully: