Date: Thursday, 3 December 2020
Time: 2pm-3pm, via Zoom
Presented by Karen Cusack, Health Complaints Commissioner
Complaints are a vital form of consumer feedback and can be a catalyst for quality improvement and better health care outcomes. However, a complaint that is not handled well can turn a reasonable complainant into a hurt and angry former consumer.
Learning how to successfully manage complaints and utilise this information is essential to improving your health service.
- Why complaints are a vital form of consumer feedback
- How to successfully manage complaints
- The complaint handling standards to which all health service providers in Victoria must adhere.
This session is for all staff who deal with complaints within Victorian health services, as well as quality managers, practice managers and individual practitioners.