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Complaints Handling Resource - Good Practice Guide and Self Audit Tool - 2017
Developing an effective person centred complaints resolution culture and process
Contents
Introduction
- What is a complaint?
- What does the Guide and Self-Audit Tool do?
- Guiding Principles
- Legislative Obligations for Service Providers
Chapter 1
1.2 Department's Quality and Safety Framework
Chapter 2
2.1 Relationship between a Complaints Resolution Process and Quality Human Service
Chapter 3 - Delivering Quality Human Services through continuous improvement and building a learning culture
3.1 Culture is more than compliance
3.2 What is organisational culture?
3.3 Quality Culture
3.5 Understanding the Existing Culture
3.6 Principles of effective cultural change
3.7 Use of appreciative inquiry approach to complaints
Chapter 4 - The experience of people with a disability and complaint resolution processes
Chapter 5 - What you need to consider in having an effective process for resolving complaints
5.1 State Legislative and Contractual Requirements and Context
5.2 International and Australian Standards of Complaint Handling
Chapter 6 - Role of Boards of Management
6.1 Roles of Boards of Management
Chapter 7 - Key Elements to an Effective Person-centred Complaints Resolution Proces
7.1 How to organise Effective Complaints Resolution Process
7.2 Key Principles that inform effective Complaints Resolution Processes
7.3 Importance of a three tiered Complaints Resolution Process
7.4 Indicators of an effective Complaints Resolution Process
7.5 Complaints Policy and Procedures
7.6 Features of Effective Responses to Complaints
Chapter 8 - Use of Person-centred Thinking Tools to Resolve Complaints
8.1 Important to and Important for
8.2 Mindful Learning: What is working/not working?
8.4 Defining Roles and Responsibilities - the Doughnut Sort