Feedback Policy

Introduction

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:

• ensure that all clients and potential clients will be informed of their rights, including the right to
• complain without affecting access to services, and the right to an advocate of their choice.
• explain how to provide feedback or make a complaint;
• explain how the Company will respond;
• ensure any client or potential client has their concerns addressed in ways that ensure access to equity, fairness, accountability and transparency;
• improve the quality of the care being delivered;
• gain insights into the needs and wants of our care recipients; and
• address minor issues before they become complaints.

Statement Of Responsibility

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.

Policy

Policy Statement

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.

Obligations

Kinder Caring will provide a feedback and complaints management procedure that is:

• simple and easy to use.
• available to all clients and stakeholders via the Kinder Caring website.

Kinder Caring will endeavour to ensure that all client feedback and complaints are:

• treated fairly and in a positive manner.
• treated with confidentiality.
• dealt with in a timely manner.
• resolved within 21 calendar days.
• incorporated into continuous improvement measures to improve future service delivery.

Client Rights

All clients and potential clients will be informed of their rights, including the right to:

• complain without fear of retribution.
• complain without affecting access to services.
• nominate a contact person within Kinder Caring to correspond with regarding their complaint.
• an advocate of their choice.

Procedures

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:

• completing and returning a ‘Feedback Form’ (which is provided in the Home Care Pack and Client Hand Book) to Kinder Caring Home Support Services Pty Ltd, PO Box 1057, Edgecliff, NSW 2027.
• completing and returning a Customer Satisfaction Survey (which is provided in the Home Care Pack).
• emailing info@kindercaring.com.au
• submitting an online comment at www.kindercaring.com.au

Anonymous Feedback/Complaints

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.

External Agency

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:

• The Aged Care Complaints Investigation Scheme (packaged care)
• The Health Care Complaints Commission

Advocate

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.

People with Special Needs

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

Process

The process to deal with a complaint includes the following steps:

• acknowledgement
• investigation
• response/resolution
• continuous improvement
• record keeping

Acknowledgement

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.

Investigation

All complaints must be:

• communicated immediately to the Health Care Coordinator / Operations Manager.
• reviewed by Management.
• communicated to the staff member that is subject to the complaint to give them an opportunity to state their case.
• reported and evaluated in the quarterly Quality Improvement meetings.

Response/Resolution

• Kinder Caring will endeavour to resolve any minor complaint within 48 hours.
• Kinder Caring will endeavour to resolve any major complaint within 21 calendar days
• If this time frame cannot be met, the complainant will be informed of the reasons why and the alternative time frame for resolution.

Continuous Improvement

• In reviewing each complaint, management will complete a Continuous Improvement Form outlining how the Complaint was addressed, what measures were taken to minimise the risk of a reoccurrence of the complaint and how these measures improve the outcome for the service user.
• Feedback and complaints processes and systems are also [regularly] audited as part of the Kinder Caring audit program.

Record Keeping

All complaints must be recorded on the Complaints Register regardless of how minor. The register will record the following information for each complaint:

• details of the complainant and the nature of the complaint
• date lodged
• action taken
• date of resolution and reason for decision
• indication of complainant being notified of the outcome
• complainant response and any further action

Copies of all correspondence and other materials received by Kinder Caring in connection with any complaints will be kept for 7 years.

References

• Advocacy Policy
• Clients Rights Policy
• Mandatory Reporting
• Home and Community ACT 1985
• Community Care Common Standards
• Community Aged Care Guidelines 2008