Italian quick reference cards for aged care staff
The following translated ‘quick reference’ cards cover areas important to effective complaint handling in aged care.
This resource provides options for aged care staff and volunteers on how to assist complainants when a resolution has not been found within the service, or where a complainant does not wish to engage directly with their provider. It includes information on the roles of external services that can assist in resolving complaints including aged care advocacy, the Aged Care Complaints Commissioner, and the Commonwealth Ombudsman.
This resource tells the story of a complaint from the issue arising to complaint resolution. The journey contrasts the different paths to resolution, including assisted resolution and the role of communication in complaint handling.
This card provides step-by-step instructions for aged care staff and volunteers on how to respond to a complaint within a service. It emphasises the role of communication in complaint handling.
Based on an evidence-based complaint handling process, this resource describes the seven stages of complaint handling, as referenced by the Commonwealth Ombudsman.
This card describes how workplace culture influences complaint handling. It highlights how a blame-free, continuous improvement culture supports effective complaint handling.