Detailed Assessment Phase This chapter sets out the key activities to be undertaken by officers during the detailed assessment phase, the second of the four phases of the complaints management process. Intake Detailed Assessment Phase Resolution Phase Outcome Phase Chapter contents Section 5.1 Working with more detailed information Overview of the 5.2 Purpose of the risk assessment and resolution plan (RARP) detailed assessment Complaints management principles relevant to the detailed 5.3 phase assessment phase 5.4 Key activities in the detailed assessment phase Determining the level of information to collect to inform the 5.5 RARP 5.6 Assessing a service provider’s complaints history Assessing a service provider’s accreditation or quality Activity 1: Collecting 5.7 and assessing reporting history relevant information 5.8 Engaging with the service provider Engaging with care recipients or nominated 5.9 representative 5.10 Engaging with other persons and/or organisations Using the risk assessment and resolution plan (RARP) to 5.11 progress the complaint Who completes the of the risk assessment and 5.12 resolution plan (RARP)? When should the risk assessment and resolution plan 5.13 (RARP) be updated? 5.14 What is a risk element? Activity 2: Risk assessment and 5.15 How to complete the risk assessment resolution planning 5.16 How to determine an appropriate resolution plan Determining an appropriate resolution approach to 5.17 recommend issues might be suitable for the different resolution 5.18 approaches? Determining the complaint priority and when to commence 5.19 the resolution approach Activity 3: 5.20 Supporting complaint resolution Supporting early 5.21 Which complaints are suitable for early resolution? resolution
Detailed Assessment Phase This chapter sets out the key activities to be undertaken by officers during the detailed assessment phase, the second of the four phases of the complaints management process. Intake Detailed Assessment Phase Resolution Phase Outcome Phase Chapter contents Section Overview of the detailed assessment phase 5.1 Working with more detailed information 5.2 Purpose of the risk assessment and resolution plan (RARP) 5.3 Complaints management principles relevant to the detailed assessment phase 5.4 Key activities in the detailed assessment phase Activity 1: Collecting and assessing relevant information 5.5 Determining the level of information to collect to inform the RARP 5.6 Assessing a service provider’s complaints history 5.7 Assessing a service provider’s accreditation or quality reporting history 5.8 Engaging with the service provider 5.9 Engaging with care recipients or nominated representative 5.10 Engaging with other persons and/or organisations Activity 2: Risk assessment and resolution planning 5.11 Using the risk assessment and resolution plan (RARP) to progress the complaint 5.12 Who completes the of the risk assessment and resolution plan (RARP)? 5.13 When should the risk assessment and resolution plan (RARP) be updated? 5.14 What is a risk element? 5.15 How to complete the risk assessment 5.16 How to determine an appropriate resolution plan 5.17 Determining an appropriate resolution approach to recommend 5.18 issues might be suitable for the different resolution approaches? 5.19 Determining the complaint priority and when to commence the resolution approach Activity 3: Supporting early resolution 5.20 Supporting complaint resolution 5.21 Which complaints are suitable for early resolution?
dss_accs_guidelines_-_final.docx