<aside> ❗ Submit a formal complaint via the Complaints & Feedback Form here ←

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Effective from August 2023

Document Owner - Quality Outcomes Manager

Objective

• This workflow aims to provide guidance and a step-by-step process to manage feedback to Five Good Friends.

Key Information

1. Any Five Good Friends (FGF) worker can submit feedback on behalf of another person using our feedback management system.
2. We should always seek to resolve an issue quickly at the point of service where we can.
3. Complaints should ideally be resolved within 10 working days.
4. Individuals who make a complaint must be kept up-to-date with the progress of their matter and actively involved in resolution.
5. Feedback is an opportunity to identify opportunities for improvement.
6. We must always take an unbiased and transparent approach to managing complaints and feedback.
7. Access to the feedback management system is limited to the Head of Care Management and Quality, Quality Outcomes Manager, Quality Outcomes Coordinator, and Care Team leaders. Other FGF employees will be a part of the investigation and resolution as required to achieve the best outcome for those who have taken the time to provide feedback.
8. The Quality Outcomes Manager oversees the effectiveness of the feedback management system and provides reports to the business to ensure continuous improvement.
9. Expected behaviour - all FGF workers are expected to effectively manage Member and stakeholder feedback.  An effective feedback handler:
   • is professional, courteous and respectful to the person providing the feedback, and any person about whom the feedback is made.
   • deals with feedback, the person providing feedback, and the subject of feedback (people or organisations) professionally, fairly, impartially and promptly.
   • is alert to systemic issues that might mean that a wider group of people have been or may be affected.
   • provides all reasonable assistance to people who might need help to provide feedback.
   • doesn't take a person's anger or frustration personally, while ensuring they remain safe from unacceptable behaviour.
   • communicates clearly and promptly with the person about the progress of their feedback resolution.
   • is flexible about how they communicate with the person providing the feedback.
   • takes all reasonable steps to ensure the person providing the feedback is not harassed, intimidated, bullied or otherwise subjected to reprisal as a result of providing feedback.