Care recipients can also choose to make a complaint to the Scheme if they do not feel comfortable making a complaint within the service. Care recipients can also choose to get help from an advocacy service. Responsibilities of service providers in relation to complaint resolution mechanisms in their service are outlined in Section 56-4 of the Act. Acknowledgements The Aged Care Complaints Scheme gratefully acknowledges the input and contributions made to the development of this Better Practice Guide by the following organisations: Office of the Aged Care Commissioner Commonwealth Ombudsman National Aged Care Alliance (NACA) Leading Age Services Australia (LASA) COTA Australia Returned and Services League (RSL) Australian Nursing Federation (ANF) Aged Care Standards and Accreditation Agency Ltd Community Services & Health Industry Skills Council Health Services Union (HSU) The Scheme gratefully acknowledges the guidance and input provided into the development and testing of this guide and the accompanying tools and resources by the Canberra Institute of Technology (CIT). References Aged Care Standards and Accreditation Agency, Making the most of complaints: 2011 Facilitator’s handbook, Aged Care Standards and Accreditation Agency, 2009 Results and Processes Guide, Australian Council for Safety and Quality and in Health Care, Complaint 2005 Management Handbook for Health Care Services, Commonwealth Ombudsman, 2009 Better Practice Guide to Complaint Handling, Commonwealth Ombudsman, Better Practice Guide to Managing Unreasonable 2009 Complainant Conduct, Department of Health and Ageing, Guidelines for the Aged Care Complaints Scheme, 2011 Department of Health and Ageing, 2011 Managing difficult conversations, Holbrook, C, accessed 7 December 2012 Lead with your
Care recipients can also choose to make a complaint to the Scheme if they do not feel comfortable making a complaint within the service. Care recipients can also choose to get help from an advocacy service. Responsibilities of service providers in relation to complaint resolution mechanisms in their service are outlined in Section 56-4 of the Act. Acknowledgements The Aged Care Complaints Scheme gratefully acknowledges the input and contributions made to the development of this Better Practice Guide by the following organisations: Office of the Aged Care Commissioner Commonwealth Ombudsman National Aged Care Alliance (NACA) Leading Age Services Australia (LASA) COTA Australia Returned and Services League (RSL) Australian Nursing Federation (ANF) Aged Care Standards and Accreditation Agency Ltd Community Services & Health Industry Skills Council Health Services Union (HSU) The Scheme gratefully acknowledges the guidance and input provided into the development and testing of this guide and the accompanying tools and resources by the Canberra Institute of Technology (CIT). References Aged Care Standards and Accreditation Agency, Making the most of complaints: Facilitator’s handbook, 2011 Aged Care Standards and Accreditation Agency, Results and Processes Guide, 2009 Australian Council for Safety and Quality and in Health Care, Complaint Management Handbook for Health Care Services, 2005 Commonwealth Ombudsman, Better Practice Guide to Complaint Handling, 2009 Commonwealth Ombudsman, Better Practice Guide to Managing Unreasonable Complainant Conduct, 2009 Department of Health and Ageing, Guidelines for the Aged Care Complaints Scheme, 2011 Department of Health and Ageing, Managing difficult conversations, 2011 Holbrook, C, Lead with your accessed 7 December 2012
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