Effective Complaints Management for Aged Care Service Providers
68 Market St, Sydney NSW 2000, Australia
New South Wales
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 that Aged Care Service Providers can demonstrate 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 masterclass helps Aged Care Service Providers understand what's required to implement world-class complaints management in their organisations.
You'll learn about
what the new Aged Care Quality Standards 2019 mean for complaints management
what world-class best practice in complaints management looks like
how to tackle the defensive organisational behaviour that'll prevent you from meeting the standards
creating a culture that welcomes complaints and feedback
how to use complaints and feedback to drive continuous improvements in service quality
putting your new skills into practice, creating an individual action plan to transform your own organisation
Who should attend?
This masterclass is ideal for Aged Care professionals including:
Executive Directors and Senior Managers responsible for running Aged Care services
Customer/client service and Complaint Managers dealing with Aged Care consumer feedback
General Managers / Facility Managers responsible for Aged Care service provision
Quality Managers responsible for complaints and continuous improvement
Internal Auditors requiring an understanding of complaints best practice
Programme and Project Managers implementing business change
Other Aged Care staff responsible for complaints and continuous improvement service delivery
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:
What the 2019 Aged Care Quality Standards mean for complaint management
Understanding the 2019 Aged Care Quality Standards
Getting to grips with Standard 6 : Feedback and complaints
What is complaints best practice?
The AS/NZ 10002:2014 Complaint Standard and its application in Aged Care Services
Other best practice resources and guidance
Quality in complaints responses and the impact on consumer satisfaction
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 it damaging consumer relationships
Achieving continuous improvement by learning from complaints
Best practice in continuous improvement: how to use complaints to learn and improve
Open Disclosure: how the new guidelines can help you deliver performance improvement
Putting improvements into practice
What's required to transform an organisation's culture?
Case study exercise : putting complaints theory into practice
Creating an action plan for your own organisation
Attendees will receive an individual workbook to make notes in and keep after the event
Arrival refreshments, morning and afternoon tea and a working style lunch are included
Reference copies of the relevant 2019 Aged Care Standards and the AS/NZ 10002:2014 Standard will be made available for attendees to borrow during the event
Delegates may purchase a personally licenced print copy of AS/NZ 10002:2014 to keep after the event if desired. Please select this option in the event checkout page.
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.
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