also meet with the service provider or a care recipient face-to-face to discuss the resolution process. Activity 6: Assessing collected information Officers must assess sufficient – information collected during the resolution process to reasonably satisfy a delegate that a fact has been established or the most probable version of events. Activity 7: Referrals to other areas or organisations A manager or delegate may – authorise the release of information to assist another organisation or another area within the department to perform its regulatory function. A referral does not prevent the Scheme from continuing with the resolution process. Activity 8: Documenting the resolution process - Officers must document the resolution process in appropriate planning documents, reports and notices to inform the delegate’s decision making process. The resolution approaches and activities described in this chapter refer to dealing with complaints; however, these apply equally to the Scheme undertaking an own initiative resolution process. Activity 1: Determining the resolution approach Whether to adopt one or more resolution approaches? The Scheme can adopt one or more resolution approaches for dealing with a complaint or an issue within a complaint. Officers should seek to resolve the issues in the complaint using one resolution approach where possible as this supports the efficient use of the time of the complainant, service provider and Scheme. The choice of the resolution approach rests with a manager, where: they should seek to adopt one approach for a complaint where possible (regardless of how many issues there are in the complaint), and they can decide to use multiple approaches or adjust the original recommended approach in order to achieve a better outcome for the care recipient. In this circumstance the manager should seek to achieve timely and proportionate resolution that equitably and efficiently uses the resources of the service provider and Scheme. What to consider in determining the appropriate resolution approach? To determine the most appropriate resolution approach at the commencement of or during the course of the resolution process, officers in consultation with a manager will consider: the desirability of resolving complaints as quickly as possible if this is clearly in the best interests of care recipients, complainants and service providers supporting positive outcomes for care recipients ensuring that the resolution approach is proportionate to the issues in the complaint
also meet with the service provider or a care recipient face-to-face to discuss the resolution process. Activity 6: Assessing collected information – Officers must assess sufficient information collected during the resolution process to reasonably satisfy a delegate that a fact has been established or the most probable version of events. Activity 7: Referrals to other areas or organisations – A manager or delegate may authorise the release of information to assist another organisation or another area within the department to perform its regulatory function. A referral does not prevent the Scheme from continuing with the resolution process. Activity 8: Documenting the resolution process - Officers must document the resolution process in appropriate planning documents, reports and notices to inform the delegate’s decision making process. The resolution approaches and activities described in this chapter refer to dealing with complaints; however, these apply equally to the Scheme undertaking an own initiative resolution process. Activity 1: Determining the resolution approach Whether to adopt one or more resolution approaches? The Scheme can adopt one or more resolution approaches for dealing with a complaint or an issue within a complaint. Officers should seek to resolve the issues in the complaint using one resolution approach where possible as this supports the efficient use of the time of the complainant, service provider and Scheme. The choice of the resolution approach rests with a manager, where: they should seek to adopt one approach for a complaint where possible (regardless of how many issues there are in the complaint), and they can decide to use multiple approaches or adjust the original recommended approach in order to achieve a better outcome for the care recipient. In this circumstance the manager should seek to achieve timely and proportionate resolution that equitably and efficiently uses the resources of the service provider and Scheme. What to consider in determining the appropriate resolution approach? To determine the most appropriate resolution approach at the commencement of or during the course of the resolution process, officers in consultation with a manager will consider: the desirability of resolving complaints as quickly as possible if this is clearly in the best interests of care recipients, complainants and service providers supporting positive outcomes for care recipients ensuring that the resolution approach is proportionate to the issues in the complaint