Complaints Management Systems

Date: Tuesday 30 July

Time: 1.00pm to 4.00pm SA, NT | 1.30pm to 4.30pm VIC, NSW, ACT, TAS, QLD | 11.30am to 2.30pm WA

Audience: Managers, Coordinators and Team Leaders in Aged and Disability Services responsible for complaint management systems and leading complaint investigation processes

Presenter: Michele Moreau from Preventing Harm Initiative

Learn how to successfully implement a complaints management system to improve outcomes and meet quality standards

This workshop will simplify requirements and guide you through the essential components of a complaint management system to ensure complaints are documented, investigated and result in improved outcomes.

Course outcomes:

• Learn how to create a culture that welcomes complaints as a learning and improvement opportunity
• Know best practice complaint response, investigation and open disclosure processes, including complaints from the Aged Care Quality & Safety Commission, or the NDIS Commission
• Understand complaint management documentation to demonstrate effective risk management and continuous improvement
• Learn how to monitor and analyse complaint data to improve care and services
• Practice case study to apply what you have learned
• Comprehensively assess your complaints management system against Aged Care and NDIS quality standards
• Improve your complaint management and investigation documentation

By purchasing tickets you agree to ACIA sending training updates to you.

Notification of cancellation or transfer of registration must be by email to enquiry@acia.asn.au. No refund is available for any cancellations received five working days or less prior to the start date, however a substitute delegate is welcome. Please notify ACIA of any substitution as soon as possible. No refund or transfer will be given for non-attendance.