What are the 4 steps in making a complaint at aged care
To make a complaint at an aged care facility, you can follow these four steps:
1. Gather information: Start by collecting all relevant information about the issue or incident you wish to make a complaint about. This includes details such as the date, time, and location of the incident, the names of any staff members or witnesses involved, and any supporting evidence you may have.
2. Informal resolution: In many cases, it's helpful to try resolving the complaint informally first. This involves making your concerns known to the appropriate staff members, such as the facility manager or a senior staff member. Clearly explain your complaint and desired outcome, and give them an opportunity to address the issue.
3. Formal complaint: If your complaint is not resolved through informal means or if you're unsatisfied with the response received, you can make a formal complaint. Contact the facility's complaints officer or the designated person responsible for handling complaints, and provide them with a written description of your complaint. Be sure to include all relevant details and any supporting documentation.
4. External avenues: If the facility does not adequately address your complaint, you may escalate it to external bodies. Depending on the country you're in, there may be different avenues available. For example, in Australia, you can contact the Aged Care Quality and Safety Commission or your state's health department. These organizations can provide assistance and further investigate your complaint if necessary.
Remember to keep copies of any correspondence or documentation related to the complaint, as it can be useful in the resolution process.