Complaints Management Systems

Available now - secure your booking for 2024.

This workshop is in partnership with and facilitated by Preventing Harm Initiative (PHI).

Learn how to successfully implement a complaints management system to improve outcomes and meet quality standards.

This workshop will simplify requirements and guide you through the essential components of a complaint management system to ensure complaints are documented, investigated and result in improved outcomes.

ILT (Instructor Led Training) via Zoom or face-to-face at your organisation (travel charged at cost).

Duration: 3 hours

Workshop outcomes:

• Create a culture that welcomes complaints as a learning and improvement opportunity
• Best practice complaint response, investigation and open disclosure processes, including complaints from the NDIS Commission
• Complaint management documentation to demonstrate effective risk management and continuous improvement
• Monitoring and analysing complaint data to improve care and services
• Checklist and case study practice to apply what you have learned

Take away practical strategies to:

• Comprehensively assess your complaints management system against the NDIS quality standards
• Improve your complaint management and investigation documentation
• Improve outcomes for clients, staff and your organisation

This workshop is in partnership with Preventing Harm Initiative and facilitated by Michele Moreau.

Developer of the FACT documentation method, Michele is experienced in the implementation of clinical governance to achieve excellence in care delivery, quality standard compliance and supportive work environments for staff. She advises on clinical governance internationally and promotes the use of lean, human factor informed systems to simplify the achievement of quality outcomes.

Michele’s experience includes leading the risk management service for tertiary hospitals, the oversight of medico-legal cases, complaints systems, root cause analyses, open disclosure, credentialing processes, staff performance issues and clinical governance committees.

Who should attend?

Recommended for Managers, Coordinators and Team Leaders in Disability Services responsible for complaint management systems and leading complaint investigation processes.

Cost

For current availability and an individual quote for your organisation, please contact us as per the below

• Member Price: $2300 plus GST
• Non-member Price: $3070 plus GST