Description

Aged Care Quality Standard 6: Feedback and complaints focusses on the need for an organisation to have a complaints resolutions system in place that is confidential, accessible, fair and timely for all consumers. The resolution process should lead to outcomes that benefit the consumer and improve the relationship between the consumer and the organisation. Consumers should be encouraged to provide both positive and negative feedback and be responded to in formal and informal means.

The Australian Primary Health Care Nurses Association (APNA) has endorsed this course and successful completion earns 25 CPD Points from APNA.

This course is aimed at leaders, managers and other staff members responsible for the delivery of care and services to consumers receiving residential aged care and home care services.

The goal of this course is to teach learners what is expected of the organisation’s service environment with the introduction of Standard 6: that consumers feel safe, and they are encouraged and supported to give feedback and make complaints. They must be engaged in processes to address their feedback and complaints, and appropriate action is taken regarding their feedback and complaints.

Government funded aged care providers are expected to comply with each of the Aged Care Quality Standards. The standards reflect the level of care and services the community expects from aged care providers. Aged care consumers are, above all, individuals in every sense of the word who have the right to be treated with dignity and respect.

This course focusses on the following learning outcomes:

- Consumers and the people around them are encouraged and supported to provide feedback and make complaints

- Consumers are made aware of and have access to advocates, language services and other methods for raising and resolving complaints

- Appropriate action is taken in response to complaints and an open disclosure process is used when things go wrong, and

- Feedback and complaints are reviewed and used to improve the quality of care and services.

You are required to get 80% in each module and the final quiz to pass. Once you have achieved this you are able to download your certificate.

Courses do not always work on iPads, phones and other devices. If you have difficulties, please do the course on a desktop computer. 

SEE THE OTHER COURSES IN THE FULL SERIES

Aged Care Quality Standards Introduction

Aged Care Quality Standard 1: Consumer dignity and choice

Aged Care Quality Standard 2: Ongoing assessment and planning with consumers

Aged Care Quality Standard 3: Personal care and clinical care

Aged Care Quality Standard 4: Services and support for daily living

Aged Care Quality Standard 5: Organisation’s service environment

Aged Care Quality Standard 6: Feedback and complaints

Aged Care Quality Standard 7: Human resources

Aged Care Quality Standard 8: Organisational governance

If you would like detailed training in any of the standards then we recommend that you subscribe to get all courses or you can purchase individually or by asking us for a quote. They are $66 each or $177 for the entire library.

For full information on all the ACQS courses available view here.