Join our webinar as we explore what happens when things go wrong with your aged care service, and with the help of our expert panel, delve into effective complaints handling.

Panellists include:

• Louise Macleod, Complaints Commissioner, Aged Care Quality and Safety Commission
• Amina Schipp, Member, OPAN’s National Older Persons Reference Group
• Analou Cariaga, General Manager Quality, Safety and Risk, Anglicare
• Craig Gear, CEO, OPAN

Webinar resources:

OPAN:

• For information about your rights and support in talking to your provider, contact us on the Aged Care Advocacy Line on 1800 700 600 or complete our form
• Explore our Self-advocacy toolkit – including a handy checklist and video on raising concerns and making effective complaints.

Aged Care Quality Commission:

• View the Charter of Aged Care Rights
• Learn about the Quality Standards
• Watch the ‘What is open disclosure’? video
• Download the open disclosure consumer resources
• For providers: Read the Aged Care open disclosure framework and guidance
• View the slides on the Role of  the Complaints Commissioner.

Whenever an incident occurs, open disclosure should be practiced.

Anglicare:

• 4A approach to complaints management: acknowledgement, answers, actions, and apology. When a complaint is received, we promptly acknowledge it and we provide answers to any questions that they may have, we take appropriate action to resolve the issue and offer a sincere apology if necessary.