Complaints, Continuous Improvements & Communication

Standard 6, Aged Care Quality Standards refers to a robust and thorough feedback and complaints process.

As consumers, we all know there are times we want to give feedback- both positive and negative.  Making it easy is the first step.  Another very crucial step is responding to the feedback and following up.  Our residents are no different.  Receiving feedback or complaints is the first step in driving change and identifies the areas that we need to improve for our residents benefit.

When it comes to the food service, the Hospitality Manager, Chef or Cook maybe the most appropriate to investigate the complaint.  In my experience as a Residential Site Manager, there were several occasions where I was also involved, especially in identifying the solution.

How do you seek feedback about the food service?  Do you make it easy for residents to communicate their concerns or thoughts?  How quickly do you respond?  Who is responsible for following up?  How is it handled?

If you would like to learn more about some different options, contact me any time.