On 1st July 2019, the new Australian Aged Care Quality Standards came into force. These require Aged Care Service Providers to demonstrate they:

Encourage consumers to give feedback on the care and services they receive
Have effective methods of managing consumer complaints and responding to feedback
Take appropriate action to resolve complaints, using open disclosure when things go wrong
Monitor and review feedback and complaints
Use complaints and feedback to improve care and service quality
Have established effective organisation-wide systems and governance

With a strong focus on transparency, openness and taking effective action, it's essential for Aged Care service providers to demonstrate they have a positive organisational culture that welcomes complaints.

Every piece of consumer feedback should be seen as an opportunity to learn and improve service and care quality.

This intensive one-day complaints masterclass for Aged Care service providers helps you equip your people with the complaints best practice knowledge and skills needed for effective learning and improvement from complaints.

You'll learn about

Using complaints and feedback to drive continuous improvements in service quality
What the 2019 Aged Care Quality Standards mean for complaints management
How to tackle defensive organisational behaviour that'll prevent you from meeting the Standards
World-class best practice in complaints management
How to foster a culture that welcomes complaints and feedback
Putting your new skills into practice, creating an individual action plan to transform your organisation

Who should attend?

This masterclass is ideal for Aged Care professionals including:

Executive Directors and Senior Managers
Customer/Client Service Managers
General Managers / Facility Managers
Complaint Managers
Quality Managers responsible for continuous improvement
Internal Auditors assessing complaints performance
Programme and Project Managers delivering business change
Other Aged Care staff responsible for complaints and continuous improvement

Masterclass agenda

The session uses best practice standards, published research material, presentation content and interactive group discussions to cover the content in an engaging and informative way. This masterclass covers:

1. The Aged Care Quality Standards and complaint management

How the 2019 Aged Care Quality Standards fit with complaints best practice
Getting to grips with Standard 6: Feedback and complaints

2. How complaints best practice helps Aged Care providers to improve

Learning from AS/NZ 10002: how the International Complaints Standard helps Aged Care providers
Responding to complaints - how response quality impacts consumer satisfaction

3. Human factors: creating a positive culture that welcomes and learns from complaints

How managers and employee attitude affects complaint performance
Defensive organisational behaviour: what it is and how to avoid damaging consumer relationships
Practical hints and tips for successfully changing organisation culture

4. Achieving continuous improvement by learning from complaints

Best practice in continuous improvement: how to use complaints to learn and improve
Case study practical: Root cause analysis
Open Disclosure: applying the new guidelines to deliver performance improvement

5. Putting improvements into practice

What's required to transform your organisation's culture?
Case study exercise : putting complaints theory into practice
Creating an action plan for improving your own organisation

What's included?

Individual masterclass workbooks to make notes in and keep after the event
Refreshments on arrival, morning and afternoon tea and a working style lunch
Reference copies of the relevant 2019 Aged Care Standards (6 and 8) and the AS/NZ 10002:2014 Standard are available for attendees to refer to during the event.
Option to purchase a licensed copy of the AS/NZ 10002:2014 International Standard to keep (select this at checkout)

Attendee feedback

Feedback from previous attendees at Price Perrott complaints masterclasses (both in-house and public events) includes:

"The workshop was engaging, informative and well run."

"The content was engaging and valid for those who manage customer complaints."

"Was a great course, very happy I attended."

"The workshop was informative and made me reflect on my own complaint handling as well as my team's complaint handling. Jason gave great insight into the Standard for complaint handling as well as techniques to use when communicating with complainants."

A really informative, engaging session. Good mix of how the content was delivered and participants felt encouraged to take part and comment. It is clear that Jason is well informed and passionate about what he does."

87% of previous attendees rated their satisfaction with Price Perrott events as good or excellent. 97% agreed or strongly agreed that it was informative, presented in a clear and engaging way, participative and relevant to their needs.

About your masterclass leader

Jason has over 20 years experience as an operational senior manager and management consultant working with public and private sector organisations in the UK, Australia and New Zealand.

He specialises in improving performance in customer service, complaints management and contact centre operations with a national and international client base.

His complaint management clients include the Aged Care Quality and Safety Commission, NSW Fair Trading, SOCAP Australia, Microsoft Australia, Inland Revenue NZ, Hutt City Council, Dunedin City Council, Porirua City Council and Fairway Resolution.

Jason served as Corporate Customer Relations Manager for the UK's largest metropolitan authority, Birmingham City Council, with responsibility for corporate complaints. He has wider sector experience in Local and Central Government, Financial Services, Insurance and Energy and Utilities. Jason speaks on complaints management and customer service best practice at international conferences in the UK, Asia-Pacific, Australia and New Zealand.

He holds a Ph. D in Artificial Intelligence (Genetic Algorithms), and has professional accreditations including:

Certified Management Consultant (CMC)
MSP Programme Management Advanced Practitioner
PRINCE2 and APMP Practitioner
ISO 9001 Lead Auditor

Event terms and conditions

Registration opens at 8:30am for a 9:00am masterclass start.
Refunds are not permitted for this masterclass once a booking has been made. In the event the masterclass is cancelled by the organiser (for reasons outside our control or due to insufficient registrations), a full refund of event fees paid will be provided. Refunds will be limited to the event fee only.
Participants unable to attend after making payment are welcome to transfer their registration to another person without charge, after notifying the organiser of the new attendee details.
Changes: Price Perrott reserves the right to make changes to the event venue and/or content.
Privacy policy: Personal details provided for this masterclass are used only for the purposes of registration and administration. Only participants opting-in to receive additional information will have their details retained for future contact about other events, information and services offered by Price Perrott. Your data is not shared with 3rd parties.