Acknowledge
Record the concern and confirm it has been received.
Feedback, complaints and compliments
Due Care should make it easy and safe to speak up. Feedback helps improve services, and complaints should be acknowledged, reviewed and followed up respectfully.
What can be raised?
- Concerns about support quality, safety or communication
- Complaints about worker conduct, missed shifts or service delivery
- Requests for service improvement or plan review
- Compliments about staff, contractors or allied health support
- Privacy, consent, billing or document access concerns
Review
Assign an owner and check records, safety and consent issues.
Respond
Explain the outcome and any action taken where appropriate.
Improve
Use learnings to improve services, training and governance.