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.
