We invite you to submit a feedback form
We appreciate feedback, and the opportunity to enhance and improve our services and care for residents, visitors, staff, volunteers and community. For online feedback, please complete the form below. If a hard copy is preferred, scroll down to the printed form option.
RC- Feedback and Complaints Policy
Policy Commitment
Shepparton Villages will:
- Maintain a system to manage feedback and complaints and use this system to improve how care and services are delivered.
- Encourage and support consumers and NDIS participants, visitors, staff and contractors/suppliers to ask questions, share feedback, raise concerns or make complaints.
- Provide a range of ways feedback can be shared including options that allow the person to remain anonymous if they choose to.
- Provide current information to consumers and NDIS participants about how to make a complaint or provide feedback that considers cultural, language, physical or other support needs including how to access advocates, language and other support services.
- Provide staff with information and training on:
- how to encourage feedback
- how to provide feedback on service quality and improvement opportunities
- what to do when feedback or complaints are received
- determining when feedback should be managed as a complaint and
- identifying when consumers and NDIS participants may need support from advocacy, language and hearing services and how these are accessed.
- Ensure managers have the skills to appropriately and effectively respond to feedback and investigate and resolve complaints in line with the Feedback and Complaints Management Process.
- Establish effective complaints management practices that:
- are transparent, fair, respectful and based on natural justice
- adopt a positive, blame free approach that focuses on the process not a person and avoids any negative repercussions for the person providing the feedback
- ensure appropriate investigation into the cause is undertaken
- apply the principles of open disclosure when things go wrong and
- ensure accurate and current records are maintained including the:
- name of the person making the complaint (unless choosing to remain anonymous)
- dates the complaint was received, acknowledged and responded to
- substance of the complaint and
- details of the response actions including the person responsible, due date and status.
- Partner with the person making a complaint throughout the management process including inviting them to participate, keeping them informed involving them in identifying the solution or follow-up actions and/or encouraging them to share ideas about improving the process.
- Complete any actions agreed on to satisfactorily resolve the complaint.
- Facilitate an external or independent review of the complaint, including working cooperatively with the Aged Care Quality and Safety Commission when appropriate.
- Keep a record of all complaints and feedback in a central register that includes the type of complaint to help identify trends.
- Periodically analyse feedback and complaint data to identify trends and opportunities for improvement.
- Regularly report complaints and feedback data and trends to the governing body.
- Include consumer feedback in the design, development, delivery and evaluation of care and support services and staff training programs.
- Record opportunities for improvement identified through complaints and feedback in the organisation’s Plan for Continuous Improvement.
- Regularly review the feedback and complaints management processes.
Roles and Responsibilities
Governing body
The Shepparton Villages Board as the Governing Body has ultimate accountability for oversight of the feedback management system under its risk management and compliance responsibilities. It ensures systems and processes for managing feedback are maintained and effective in driving continuous quality improvement. The
Shepparton Villages Board is responsible for building an open and transparent culture where consumers and NDIS participants, workers and visitors are encouraged and supported to provide feedback and responses focus on learning and identifying opportunities for improvement.
Management
Management is responsible for ensuring this policy and related processes are implemented including that there are sufficient resources, guidance and support to effectively source and manage feedback and complaints. Management implements a means to obtain feedback from a wide range of sources and on all areas of operation, monitors results and uses the information to inform continuous improvement.
Employees, contractors and volunteers
Employees, contractors and volunteers are responsible for understanding the feedback management process and know how to encourage, respond appropriately to and report feedback received. They are required to follow all reasonable management requests and undertake training as directed.
Suggested Evidence
- Feedback forms, surveys etc.
- Committee terms or reference
- Results of consumer and NDIS participants, employee, visitor etc. feedback
- Feedback/Complaints register
- Continuous Improvement Plan
- Changes resulting from feedback
References
Governing body
The Shepparton Villages Board as the Governing Body has ultimate accountability for oversight of the feedback management system under its risk management and compliance responsibilities. It ensures systems and processes for managing feedback are maintained and effective in driving continuous quality improvement. The Shepparton Villages Board is responsible for building an open and transparent culture where consumers and NDIS participants, workers and visitors are encouraged and supported to provide feedback and responses focus on learning and identifying opportunities for improvement.
Management
Management is responsible for ensuring this policy and related processes are implemented including that there are sufficient resources, guidance and support to effectively source and manage feedback and complaints. Management implements a means to obtain feedback from a wide range of sources and on all areas of operation, monitors results and uses the information to inform continuous improvement.
Employees, contractors and volunteers
Employees, contractors and volunteers are responsible for understanding the feedback management process and know how to encourage, respond appropriately to and report feedback received. They are required to follow all reasonable management requests and undertake training as directed.
Printed form
Download the form
Shepparton Villages Feedback Form
You can return the form to us by email, or in-person at any of our three Villages:
Email
haveyoursay@sheppvillages.com.au
Post
Attention: Executive Manager Care Services
9 Batman Avenue,
Shepparton Victoria 3630
In-person
Place a copy in the locked ‘Have Your Say’ box located at the entrance to all our Villages.