Complaints Management for Aged Care Programmes under Grant Agreements This chapter provides information on the regulatory framework and complaints management process for aged care programmes subsidised under Comprehensive Grant Agreements. The complaints management process includes an initial phase of service provider local level management prior to the intake, detailed assessment, resolution and outcome phases. Local level management Intake Phase Detailed Assessment Resolution Outcome Phase Chapter contents Section Topic Aged care 10.1 The Commonwealth Home Support Programme programmes under The National Aboriginal and Torres Strait Islander 10.2 a Comprehensive Flexible Care Programme Grant Agreement Understanding the regulatory framework for aged care 10.3 that are within the programmes under a Comprehensive Grant Agreement Scheme's The Complaints and Compliance Administrative Figure 5. jurisdiction Regulatory Framework Administrative responsibilities of service providers under 10.4 Service Provider a Comprehensive Grant Agreement Comprehensive 10.5 The CHSP Programme Manual Agreement requirements and 10.6 The NATSIFACP Guidelines the impact on the Complaints mechanisms and service provider Scheme 10.7 requirements The Scheme's complaints management process for aged 10.8 care services subsidised under Comprehensive Grant Agreements Complaint management process flow chart for complaints Figure 6. related to service providers under Comprehensive Grant Agreements Complaints Complaints management principles relevant to handling Management 10.9 complaints related to service providers under Process for aged Comprehensive Grant Agreements care services under Powers of officers under the Comprehensive Grant Comprehensive 10.10 Agreement Grant Agreements Sub-contractor requirements to participate in the 10.11 Scheme's complaint management process Delegates and administrative authority the 10.12 Comprehensive Grant Agreement How the Scheme manages confidential and personal 10.13 information during complaint handling Local level Service provider complaint handling local level – 10.14 management phase management
Complaints Management for Aged Care Programmes under Grant Agreements This chapter provides information on the regulatory framework and complaints management process for aged care programmes subsidised under Comprehensive Grant Agreements. The complaints management process includes an initial phase of service provider local level management prior to the intake, detailed assessment, resolution and outcome phases. Local level management Intake Phase Detailed Assessment Resolution Outcome Phase Chapter contents Section Topic Aged care programmes under a Comprehensive Grant Agreement that are within the Scheme's jurisdiction 10.1 The Commonwealth Home Support Programme 10.2 The National Aboriginal and Torres Strait Islander Flexible Care Programme 10.3 Understanding the regulatory framework for aged care programmes under a Comprehensive Grant Agreement Figure 5. The Complaints and Compliance Administrative Regulatory Framework Service Provider Comprehensive Agreement requirements and the impact on the Scheme 10.4 Administrative responsibilities of service providers under a Comprehensive Grant Agreement 10.5 The CHSP Programme Manual 10.6 The NATSIFACP Guidelines 10.7 Complaints mechanisms and service provider requirements Complaints Management Process for aged care services under Comprehensive Grant Agreements 10.8 The Scheme's complaints management process for aged care services subsidised under Comprehensive Grant Agreements Figure 6. Complaint management process flow chart for complaints related to service providers under Comprehensive Grant Agreements 10.9 Complaints management principles relevant to handling complaints related to service providers under Comprehensive Grant Agreements 10.10 Powers of officers under the Comprehensive Grant Agreement 10.11 Sub-contractor requirements to participate in the Scheme's complaint management process 10.12 Delegates and administrative authority the Comprehensive Grant Agreement 10.13 How the Scheme manages confidential and personal information during complaint handling Local level management phase 10.14 Service provider complaint handling – local level management
dss_accs_guidelines_-_final.docx