KNOWLEDGE BASE

Purpose

Bodyfocus Wellness Centre values feedback and is committed to providing a safe, respectful, and responsive service environment.

This policy outlines the process for receiving, managing, investigating, resolving, and learning from complaints and feedback.

The organisation recognises complaints and feedback as important opportunities to improve service quality, patient experience, and organisational performance.

Scope

This policy applies to:

• Patients

• Family members

• Carers

• Representatives

• Advocates

• Employees

• Contractors

• Other stakeholders who provide feedback or raise concerns regarding the organisation's services

Policy Statement

Bodyfocus Wellness Centre is committed to:

• Encouraging feedback and complaints without fear of adverse consequences.

• Responding to complaints respectfully, fairly, and promptly.

• Providing accessible avenues for raising concerns.

• Maintaining confidentiality where appropriate.

• Learning from complaints and feedback.

• Using feedback to support continuous improvement.

• Complying with applicable NDIS and other regulatory requirements.

Feedback

Feedback may include:

• Compliments

• Suggestions

• Service improvement recommendations

• General comments regarding services or operations

Feedback may be provided verbally, in writing, electronically, or through other appropriate communication methods.

Feedback may be reviewed to identify opportunities for service improvement and quality enhancement.

Complaints

A complaint is an expression of dissatisfaction regarding:

• Services provided

• Staff conduct

• Service quality

• Communication

• Organisational practices

• Patient experience

• Any other matter relating to the organisation's activities

Patients and stakeholders have the right to make complaints without fear of discrimination, disadvantage, or reduced access to services.

Raising a Complaint

Complaints may be raised:

• In person

• By telephone

• By email

• Through other appropriate communication channels

Where a formal complaint is required, the complainant may be provided with access to the organisation's complaint form through a secure electronic process.

Assistance will be provided where reasonable and appropriate to support a person in making a complaint.

Patients may also seek support from an advocate, family member, representative, or other support person.

Receipt and Acknowledgement

Complaints will be acknowledged as soon as reasonably practicable.

Where appropriate, the complainant will be informed of:

• The complaint process;

• Expected timeframes;

• Any additional information required;

• Available support options.

Assessment and Review

Complaints will be reviewed to determine:

• The nature of the complaint;

• Any immediate risks;

• Whether investigation is required;

• Appropriate actions to address the matter;

• Whether escalation is required.

The level of review undertaken will be proportionate to the seriousness and complexity of the complaint.

Investigation

Where appropriate, complaints may be investigated by:

• Reviewing relevant records;

• Gathering information from relevant persons;

• Seeking clarification from the complainant;

• Assessing organisational processes and practices.

Investigations will be conducted fairly, objectively, and confidentially.

Resolution

Possible outcomes may include:

• Explanation or clarification;

• Apology;

• Service improvement;

• Corrective action;

• Additional training;

• Policy or procedure review;

• Other appropriate actions.

Where appropriate, the complainant will be advised of the outcome of the complaint.

Continuous Improvement

Complaints and feedback may be analysed to identify:

• Service improvement opportunities;

• Emerging risks;

• Training needs;

• Process improvements;

• Trends or recurring issues.

Improvement actions arising from complaints and feedback may be incorporated into organisational quality improvement activities.

Complaints Register

Management will maintain a Complaints Register to record and monitor complaints.

The register may include:

• Reference number;

• Date received;

• Complaint category;

• Status;

• Outcome;

• Closure date.

Detailed complaint information will be maintained within approved organisational systems where appropriate.

External Complaints

Individuals may raise concerns with external organisations where they are dissatisfied with the outcome of a complaint or prefer to seek external assistance.

Information regarding relevant external complaint pathways is available to patients and other stakeholders.

Confidentiality

Information relating to complaints and feedback will be managed confidentially and in accordance with organisational privacy and information management requirements.

Information will only be disclosed where necessary for the management of the complaint or where required by law.

Responsibilities

Management

Management is responsible for:

• Receiving and managing complaints and feedback;

• Conducting reviews and investigations where required;

• Maintaining complaint records and registers;

• Identifying improvement opportunities;

• Supporting fair and timely resolution.

Employees and Other Personnel

Employees and other personnel are responsible for:

• Treating complaints seriously and respectfully;

• Assisting patients to access complaint pathways where appropriate;

• Reporting complaints to management;

• Participating in investigations where required;

• Supporting a culture of continuous improvement.

Related Documents

• POL-003 Privacy, Confidentiality and Information Management Policy

• POL-004 Incident Management Policy

• POL-005 Participant Safeguarding Policy

• HB-001 Employee Handbook

• REG-003 Complaints Register

• REG-005 Continuous Improvement Register

• FORM-003 Patient Feedback & Complaint Form

Figure. POL-002 complaint and feedback management workflow