Date and time

Tue, 23 Jul 2024 1:00 PM – 4:00 PM AEST

Location

Online

Refund Policy

No Refunds

About this event

🌟 No one welcomes a complaint especially when it escalates to an authority like the ACQSC.

🌟 At LPA we have a simple methodology that works every time. We call it the 4 Rs and we want to teach you how to implement it at every level of your organisation.

🌟 Feedback and incidents form part of your risk management and continuous improvement processes and provide you with opportunities to improve.

Handling complaints and incidents effectively is crucial in home care to maintain trust, ensure safety, and improve service quality. Effective complaints and incidents handling is not just a regulatory requirement but a vital component of ensuring quality care and safety for older Australians. Promptly addressing complaints allows providers to identify and rectify issues swiftly, thereby preventing potential harm or dissatisfaction from escalating.

Moreover, a robust complaints handling process fosters trust between caregivers, clients, and their families, reinforcing the commitment to transparency and accountability. By meticulously documenting and analysing incidents, care managers can implement preventive measures to enhance overall service delivery and safety protocols.

🔥 Overview

Beyond regulatory compliance, effective complaints and incidents handling in home care demonstrates a commitment to continuous improvement. Caregivers can learn from each complaint or incident, using feedback to refine their practices and enhance their approach to caregiving. It underscores the importance of listening to client feedback, resolving issues promptly, and continually striving for excellence in home care services.

This cycle of learning and improvement is crucial in an evolving healthcare landscape, where the needs and expectations of elderly individuals receiving home care are constantly evolving.

Ultimately, prioritising complaints and incidents handling in home care empowers providers to continuously improve their services, uphold standards of care, and honour the dignity and well-being of older Australians.

🚩 Learning Outcomes

By the end of this very interactive training session, you will learn:

  • Learn about the 4R complaint and feedback system- participants will undertake exercises to practice this technique.
  • Understanding ACQSC Standards: Gain a clear understanding of the expectations for Standard 2 in the Strengthened Quality Standards.
  • Effective Communication Strategies: Learn techniques for clear, empathetic, and effective communication with consumers and their families.
  • Incident Management: Develop robust procedures for reporting, investigating, and resolving incidents in compliance with regulatory requirements.
  • Complaint Resolution: Master the process of handling complaints, from initial receipt to final resolution, ensuring transparency and consumer satisfaction.
  • Stakeholder Engagement: Learn how to engage and collaborate with various stakeholders, including families, healthcare providers, and regulatory bodies.
  • Case Studies and Practical Applications: Analyse real-world case studies and participate in interactive sessions to apply the knowledge gained.

🎖️ Recognition

A Statement of Attendance will be provided to participants as evidence of Continuing Professional Development hours upon completion of a post-training survey.

💡 Who will benefit most from this course?

This course is essential for home care managers, supervisors, nurses, caregivers, and anyone involved in client care and regulatory compliance in home care settings. Participants will gain practical skills and strategies to effectively manage complaints and incidents, ensuring client satisfaction, improving service delivery, and maintaining compliance with industry standards. Whether you’re overseeing operations, coordinating care plans, or directly interacting with clients, this workshop equips you with the tools needed to navigate challenges with confidence and professionalism in the dynamic environment of home care.

📅 Date: 23 July 2024

📅 Times:

  • 1.00 pm – 4.00 pm: NSW, VIC, QLD, TAS, and ACT
  • 12.30 pm – 3.30 pm: SA and NT
  • 11.00 am – 2.00 pm: WA

💼 Inclusions

  • Downloadable workbook
  • Downloadable tools and resources

💻 Learner requirements

  • Computer or mobile device
  • A stable internet connection (broadband/4G+ recommended)
  • Speakers and a microphone are optional

When it comes to online training, we know that staring into the “virtual classroom” can sometimes miss those moments that face-to-face events deliver. So, we are mixing things up. In a time of transformation in the sector, we want to make sure now, more than ever, that you are being supported. We will be focusing even more on interactive, immersive training sessions (think break-out rooms, cameras on (yes scary), opportunities to network, and of course maintaining the LPA way of tangible tools and resources).

💰 Investment: $ 435 inc. GST

$435 inc. GST

$435 inc. GST