This 30 minute educational video has been specifically produced for aged care staff delivering home care, including care workers, volunteers, coordinators and case managers.
The program aims to support you and your staff to continue to enhance approaches to complaint handling within the service.
The video outlines why service users make complaints and how staff can handle complaints effectively. It covers:
• what a complaint is and why service users make complaints
• the value of complaints, including the benefits for service users and how complaints can improve the delivery of care and services
• the role of care workers in the complaint handling process within the service
• how the Aged Care Complaints Scheme can assist with the complaint resolution process.
An effective complaint handling system can allow many issues to be dealt with quickly and effectively, enhances ongoing relationships and contributes to continuous improvement.