Effective on-site relationship management
Effective on-site relationship management allows us to develop supportive long-term relationships with our stakeholders.
The presentations below provide various perspectives showing the benefits of effective on-site relationship management.
Effective on-site relationship management
- Chris Falvey, General Manager Human Resources and Corporate Affairs
Effective on-site relationship management - An approved provider's perspective
- Doug Strain, Chief Executive Officer, Masonic Homes
Managing relationship with approved providers
- Peter Condliffe, Consultant Mediator and Facilittor, Barrister
Effective onsite relationship management: summary
- Ann Wunsch, State Manager, NSW/ACT
Aged Care Commissioner protocol
Aged Care Commissioner summary for staff and assessors
Our approach to complaint management
We recognise that accepting and dealing with complaints will provide valuable feedback on service quality and the effectiveness of programs and policies.
All staff have a part to play in resolving complaints, ensuring that they are handled in a timely fashion and referring them to more senior staff when appropriate.
In managing complaints, we will either refer the actual complaint, or the relevant particulars of the complaint, to the person who is subject of the complaint.
The person will be requested to provide a response in writing within 10 days.
Responses should be factual and evidence-based. Avoid emotion.
Once a response has been finalised and provided to the complainant, the investigating manager or appropriate manager/supervisor will provide feedback to the person who is the subject of the complaint. This includes staff as well as contract and casual assessors. This feedback will include details of any areas of improvement required.
If a complaint about a staff member is substantiated, the finding will be recorded on the staff member’s file. Any resulting action will be in accordance with Human Resource policies and procedures. This includes using complaints data as part of the Company’s performance management program, ‘Coaching for performance – everyday.
In the case of complaints about assessor conduct, whether permanent employees, casuals or contractors, the General Manager Operations will review the complaint findings. If the General Manager, Operations believes there is a breach of the Code of Conduct, the matter will be referred to the Registrar. If a breach of the Code of Conduct is substantiated, the person’s name may be removed from the ‘register of quality assessors’.
The investigating officer will consider whether systems and processes should be reviewed as a result of information received in the complaint or revealed by the investigation. The focus here is on preventing or minimising further complaints.
The General Manager Corporate Affairs, who is responsible for overall complaints management, will regularly review complaints data to assess trends. Trend information will be used to improve processes, and staff training and development programs