Kinder Caring welcomes feedback from clients and stakeholders about all elements of our services and activities. All feedback is valued and is considered integral to improving the quality of our services and to gain insights into the needs and wants of care recipients.
The purpose of this Policy is to:
This Policy applies to all clients and potential clients of Kinder Caring.
This policy does not form part of the terms and conditions of any contract between the Company and any Client or Potential Client. Our compliance with this policy does not affect any obligations owed by us under those contracts.
Kinder Caring will encourage clients and potential clients to provide both positive and negative feedback on the service provided to ensure that clients receive the best possible service.
Kinder Caring will provide a feedback and complaints management procedure that is:
Kinder Caring will endeavour to ensure that all client feedback and complaints are:
All clients and potential clients will be informed of their rights, including the right to:
Client feedback can be positive or negative and can be given verbally or in writing.
If a client wishes to provide verbal feedback, they can do so to the staff member they were dealing with at the time (unless you are making a complaint about this person) or by calling 1300 769 675 and requesting to speak to the Healthcare Coordinator or Operations Manager.
If a client wishes to provide written feedback they can do so by:
If a Client would like to remain anonymous in making a complaint, they are encouraged to do so either submitting their complaint online or sending the complaint by post to our Sydney Head Office at Kinder Caring Home Support Services Pty Ltd, PO Box 1057, Edgecliff, NSW 2027.
If a Client chooses to complain to an external agency, they are free to do so, and Kinder Caring will support them as required. Agencies that service users can lodge a complaint with include:
Clients are advised that they can use an advocate at any point in the feedback or complaints process or if they feel their feedback or complaint was not satisfactorily resolved.
Where clients may have special needs, such as people from culturally and linguistically diverse CALD) backgrounds or Aboriginal and Torres Strait Islander people, the Healthcare Coordinator will ensure that any cultural aspects are considered when reviewing a complaint or dispute and ensures the person feels comfortable in discussing a dispute. The presence of a family member or friend, an interpreter, or an organisation with expertise in special needs groups (either in providing advice or assisting in actions) may also be offered to the complainant.
Department of Health and Aging phone 1800 020 103 or visit www.health.gov.au
People with Disabilities phone 1800 422 015 or visit www.pwd.org.au
The process to deal with a complaint includes the following steps:
All complaints must be acknowledged to the complainant (either verbally or in writing) within 48 hours of the complaint being received and providing them with information about the process and time frame.
All complaints must be:
All complaints must be recorded on the Complaints Register regardless of how minor. The register will record the following information for each complaint:
Copies of all correspondence and other materials received by Kinder Caring in connection with any complaints will be kept for 7 years.
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