Complaints Process

Our Vision

Our vision is to be recognised as an organisation which promotes a positive and innovative environment for our resident’s by ensuring the delivery of high quality care services through consultation and quality management

Feedback from our residents will be incorporated into the quality improvement system and continually improve the care and services they receive.

Our Policy Statement:

All residents have the right to complain about the care and services they receive, without fear of reprisal or redress and this right will not be reduced due to their incapacity to exercise that right through illness or frailty.

How do I make an internal complaint?

A verbal or written complaint can be forward to Management or Staff at anytime. You can also complete the form below.

If a complaint is received out of hours, care staff will try and address the complaint immediately.

Care staff will then forward this feedback to the Registered Nurse or the Complaints Diversional Therapist when they are next on duty.

Resident and their families will be provided with feedback in writing if requested and or via residents meetings.

All feedback is welcomed as it provides us with an opportunity to improve our care and services to you.

If your complaint is not resolved

On receiving a complaint the Care Manager, Clinical Nurses or the Business Manager will try and contact you within 48 hours.

All persons concerned will be interviewed and following appropriate action taken it is hoped a resolution will be achieved.

If your complaint is still unresolved, residents and families will be supported to use an external complaints mechanism to assist in resolving the issue.

Contact Numbers for External Complaints Mechanisms

• Aged Care Advocacy for assistance – a free and confidential service promoting the rights of people receiving aged care services – on 1800 700 600
   
• Aged Care Quality and Safety Commission - 1800 951 822 (business hours) or via www.agedcarequality.gov.au

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