Feedback Policy

Will Holmes à Court
Will Holmes à Court
Last updated 
Purpose
This policy aims to ensure feedback is documented, actioned, and evaluated to ensure that HomeWise Health (HWH) continues to improve and strive to meet the needs of clients and families.

At HWH, we welcome all forms of feedback, whether it be a compliment, suggestion, or something we can learn from and improve. Feedback is essential for HWH to identify opportunities for improvement.

Scope
This policy applies to all team members at HWH.

Feedback Principles
  • Acknowledgement: 
    • This will be provided to the person within 5 business days of their feedback or complaint. Generally, the format for the acknowledgement should be mirrored—that is, written acknowledgement for written complaints.
  • Statement of Gratitude:
    • In most cases, acknowledgement should include a statement of gratitude to the person providing the feedback or complaint.
  • Clarify: 
    • If you are unclear about any aspect of the feedback or complaint, speak directly with the person providing it.
  • Understand:
    • Listen and check with the person to understand what they are saying.
  • Advocate:
    • If a formal meeting is arranged, ask the person if they want to bring an advocate or support person to the meeting.
  • Restrictions: 
    • Inform the person of any restrictions you face e.g., government regulations.
  • Outcome:
    • Ask the person what outcome they are seeking. Understanding this may facilitate a quick resolution of the matter.
Responsibilities
All managers are functionally accountable for handling external feedback. They report on feedback to the Clinical Care Director (CCD), who in turn informs the Directors.

When handling external feedback, the CCD determines the most appropriate person to follow up and investigate; this judgement depends on the nature of the feedback.

When feedback is given to a team member, whether written or verbal, it is escalated to the Feedback Pipeline for the Quality Improvement Coordinator (QIC) to manage.

Feedback could be handled by one of the following positions:
  • Clinical Care Director (CCD)
  • Clinical or Client Care Managers (CCM's)
  • Quality Improvement Coordinator (QIC)
  • Directors
Providing Feedback
The service agreement provides details on how to provide feedback to HWH, including information on how to make a complaint to external bodies, to all clients and their advocates. 

The HWH team are provided with instructions on our internal feedback process.

Feedback will be treated fairly, equitably, and confidentially. Complaints will be managed without retribution to the complainant. HWH welcomes anonymous feedback, which can be provided via letter to HWH.

Procedure
Feedback and complaints will be managed promptly. When resolving complex issues requires more time, the complainant will be informed of the progress. Information from the feedback will be recorded and utilised to promote an environment of continuous improvement. Open disclosure is part of the HWH approach while managing feedback.

Residents, their representatives, and other stakeholders are free to give feedback to HWH and/or make a complaint to external bodies at any time.

The HWH team members log feedback via our Compliments & Concerns form in Basecamp, which is monitored by the Quality Improvement Coordinator (QIC).

Feedback is reviewed at the monthly Care & Quality Team Meeting to ensure the best learning and outcome for everyone involved. Our feedback review aims to identify any system or procedural breakdowns, which could be human, environmental, or system-related.

CCMs can help clients access interpreters or advocates as required. The HWH feedback policy is available at www.homewisehealth.com.au. 

The person handling the feedback will ensure that the feedback is investigated in a timely manner. It is the person handling the feedback's responsibility to assess and determine the level and associated time frames in line with the issues raised.

If a complaint alleges actual or possible criminal activity, abuse, or neglect, it is referred to the Directors immediately. The Directors then act on the complaint according to HWH’s incident management processes.

Continuous Improvement
The emphasis on identified issues will be on identifying and recommending areas for continuous improvement, in line with HWH’s commitment to continuous Quality Improvement.
  •  All team members involved in our feedback and learning are to uphold our HWH Culture.
  • Actions arising from feedback are documented and communicated to the person giving us the feedback in various forms, either by phone, email, or family meeting. Evidence for this can be found in Basecamp file documents such as case notes. Transparent communication is maintained with anyone giving feedback throughout our follow-up process.
  • We value feedback and keep it open until the provider is satisfied with our follow-up or an external body closes it.
  • While one person manages feedback, various team members and management levels may be involved. Our feedback process is documented, and feedback providers are informed of what we have learned and what we have done, fostering positive outcomes.
  • Confidential feedback is also part of our process.
External Agencies For Complaint Management
At any time, people can file their complaints with an external agency. These include:
Complaints to the Aged Care Quality and Safety Commission can be lodged:
  • online at agedcarequality.gov.au
  • by phone on: 1800 951 822
  • by post to: Aged Care Quality and Safety Commission, GPO Box 9819 Sydney NSW.
HWH clients can also contact the Australian Securities and Investments Commission (ASIC) if they have concerns about consumer protection in the financial sector.
Complaints to NSW Fair Trading can be lodged:
Team members must assist people making a complaint or people with disabilities affected by a complaint in contacting the NDIS Commission, where relevant.

People can also email feedback@ndis.gov.au or call the National Disability Insurance Agency (NDIA) on 1800 800 110. If they can’t help, the NDIA will try to refer them to someone who can. The NDIS Quality and Safeguards Commission (NDIS Commission) is an independent Commonwealth agency established to improve the quality and safety of NDIS supports and services.

The NDIS Commission can take complaints from anyone about:
  • NDIS services or supports that were not provided in a safe and respectful way
  • NDIS services and supports that were not delivered to an appropriate standard
  • How an NDIS provider managed a complaint about services or supports provided to an NDIS participant.
You can make a complaint to the NDIS Commission by:
For information about making a complaint, visit the NDIS Commission website.
Complaints made to HomeWise Health and the NDIS Commission can be withdrawn anytime.
If you are not happy with an NDIA action or decision, you can contact the Commonwealth Ombudsman:
Team members must support people making a complaint about the NDIA by contacting the Agency or Commonwealth Ombudsman, where this is required.

Where a complaint about Group Homes Australia is made to the NDIS Commission, all team members must:
  • comply with any orders or requests made by the NDIS Commission about the complaint;
  • assist in any resolution process or inquiry undertaken by the NDIS Commission concerning the complaint, and
  • Ensure the complainant or a person with disability affected by the complaint is not adversely affected or fear retribution because a complaint has been made by them or on their behalf.
Feedback Process
Feedback and Complaints can be made to HWH:
  • in person
  • by email to appropriate CCM or info@homewisehealth.com.au
  • by telephone 1800717590
  • by completing our online Google Form "Compliments & Concerns"
  • by letter to The Directors, HomeWise Health Pty Ltd, PO Box 6182, Pymble NSW 2073.
Feedback and complaints can be made externally to:
  • For Aged Care complaints: The Aged Care Quality and Safety Commission 1800 951 822
  • For NDIS complaints, contact the NDIA at feedback@ndis.gov.au or 1800 800 110.
Relevant Legislation
  1. Aged Care Quality Standards (2019)
  2. Health Care Complaints Act 1993 (NSW)
  3. NDIS (Complaints Management and Resolution) Rules 2018