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Overview

What You’ll Learn:

  • Importance of client feedback and complaints management
  • Excellent Care Services’ policy approach (compliance, fairness, and improvement)
  • Complaint resolution process and roles
  • Documentation and continuous improvement strategies

Definitions

  • Complaint: Expression of dissatisfaction with services where expectations were not met.
  • Feedback: Suggestions or compliments regarding service quality.
  • Procedural Fairness: Acting fairly in administrative decision-making.
  • Open Disclosure: Acknowledging complaints and learning from them to improve services.
  • Reprisal/Retribution: Retaliation against a client for making a complaint is strictly prohibited.