What is this article about?
Complaints are an integral part of ensuring quality healthcare provision. Knowing how to deal with complaints is crucial for professional growth, but handling the complaints of patients or their visitors can often be complicated and hard to navigate. All aged care service providers are required to have internal complaints resolution processes under the Aged Care Act 1997. This article addresses the best way to manage common complaints in healthcare settings. A common complaint is one that can be mitigated at a local level (i.e. the unit).