Complaints Categorisation Guidance now available

The Ministry of Health has worked with home and community service representatives to pilot a standardised approach to categorising concerns and complaints when they are received by providers.  This is part of a broader project to develop resources for consumers that encourage older people to raise concerns and complaints.  The resource outlines three steps for categorising complaints:  Categorise, Evaluate, Report/Monitor.  It provides examples of concerns or complaints that are received within a context of severity of the consequence of the event.

HCHA endorses this standardisation process and encourages providers to include it as part of their quality management framework and consumer engagement.

Click here for more information.

 

 

http://www.health.govt.nz/your-health/services-and-support/health-care-services/services-older-people/support-services-older-people/what-do-if-you-have-concern-about-your-home-support-services