Mar 2, 2015
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.