Feedback and Complaints Policy

Introduction:

Vitality Club is committed to delivering exceptional care and services in alignment with the Aged Care Standards, embodying our core values of Family, Leadership, and treating Every Day as a Gift. We recognise the importance of feedback and complaints as opportunities to improve our services and maintain a culture of continuous improvement, respect, and confidentiality.

Policy Statement:

Vitality Club ensures that clients, their families, and other stakeholders can easily provide feedback or lodge complaints. We handle these with utmost confidentiality, respect, and a person-centred approach, ensuring no negative repercussions for the complainant. Our process complies with all regulatory and legislative requirements, promoting a culture of openness and continuous service quality improvement.

Procedure for Handling Complaints:

Receipt of Complaints: Complaints may be submitted via phone, in person, email, or mail. Accessibility options, including the National Relay Service and Translating and Interpreting Service, are available on our website.

Complaint Handling:

  • On receipt of a complaint, the designated staff member or the Executive Team will acknowledge it promptly.

  • The complaint is logged and assigned to an appropriate Team Leader or Manager for investigation. If it involves senior personnel, one of the Owner/ Directors will take over.

  • The investigating officer will seek to understand, mediate, and resolve the issue within 30 days, keeping all parties informed and involved throughout the process.

Resolution and Follow-Up:

  • Any resolutions agreed upon will be documented in the complaints log, included in the client's file, and reviewed at the next Executive Team meeting.

  • The complainant will be informed of the resolution, with actions completed as agreed.

  • Should the resolution be unsatisfactory, complainants will be guided towards appropriate external bodies for further support. For example:

    • Aged Care Quality and Safety Commission - Ph: 1800 951 822

  • The Complaints log will be kept securely in the company’s database. Details of all complaints will be kept for 7 years.

Staff Training and Development:

We invest in regular staff training on conflict resolution, effective communication, and person-centred care practices, ensuring our team can respond to complaints constructively and proactively address potential issues.

Proactive Communication and Prevention:

Our commitment to proactive communication and prevention involves regular service reviews, feedback analysis, and the implementation of strategies to address systemic issues, preventing recurrence and fostering a positive environment for all.

Feedback Collection Mechanisms:

Vitality Club employs various mechanisms to collect feedback, including surveys, phone calls, and regular review meetings, ensuring we capture the voices of those we serve and work with.

Confidentiality and Continuous Improvement:

All feedback and complaints are handled with strict confidentiality. Vitality Club uses these insights for service improvement, aligning with our commitment to quality care and adherence to the Aged Care Standards.

Conclusion:

At Vitality Club, we view feedback and complaints as invaluable for enhancing our services and upholding our values. We are dedicated to a transparent, fair, and efficient resolution process, ensuring our community feels heard, valued, and respected.

Last Updated Feb 2024