Managing Feedback, Consumer Expectations and Transparency in Aged Care

Aged care providers are required to implement a robust, transparent and accessible complaints management system that not only resolves issues but actively prevents them from happening again — all while meeting the Aged Care Quality Standards and Statement of Rights.

But knowing what’s required and making it work day-to-day are two very different things.

In this practical webinar, we will explore how providers can build feedback and complaints processes that are clear, open and easy to use for consumers, families and staff alike, while strengthening governance, accountability and reporting.

What we’ll cover

• What regulators expect from an effective complaints and feedback management system
• How to manage consumer expectations with clarity and transparency
• Turning feedback and complaints into meaningful service improvement
• Common gaps providers face — and how to address them
• Using data and reporting to demonstrate compliance and continuous improvement

Whether you’re reviewing your current approach or preparing for increased scrutiny, this session will help you move beyond “tick-the-box” compliance and towards a system that genuinely supports better care and better outcomes.