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How to Deal with Complaints in Healthcare

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7m of CPD
Complaints are an integral part of ensuring quality healthcare provision. All aged care service providers are required to have internal complaints resolution processes under the Aged Care Act 1997, but handling complaints can often be complicated and hard to navigate.

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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).

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Ausmed’s editorial team is committed to providing high-quality, well-researched and reputable education to our users, free of any commercial bias or conflict of interest. All education produced by Ausmed is developed in consultation with healthcare professionals and undergoes a regular rigorous review process to ensure the relevancy of all healthcare information and updates to changes in practice. If you have identified an issue with the education offered by Ausmed or wish to submit feedback to Ausmed's editorial team, please email ausmed@ausmed.com.au with your concerns.
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Christine Suter
Christine (RN, BN, MPHC) is an RN with 40 years experience, traversing the profession as an AIN, EN, RN, RM N.ED. to DON. She is currently in transition-to-retirement and working as a casual RN on the floor in a small rural hospital with an aged care facility attached. Her interests are aged care and particularly nurses; their working relationships, team dynamics and how nurse leaders and managers deal with the day to day complexities of leading and managing.
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very educational and interesting
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Effective Resources.
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Kristen Simpson
16 Dec 2020
Excellent - well written and easy to understand. Clearly set out and made sense.
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Shipei Zhu
24 Apr 2022
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good resource.
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Rachel Delahenty
07 Sep 2019
Very helpful
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01 Sep 2021
Easy to understand, precise, and informative.
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Vivienne taylor
13 Mar 2021
Great reading
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Lynette wright
23 Jan 2021
Very interesting read
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Helana Joseph
16 May 2021
Very Informative
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