Feedback and Grievances

Feedback

Quality assurance surveys

Our Quality Assurance Officer conducts telephone interviews with new clients six weeks after their HACC services commence so that clients have the opportunity to say what they think about the services and any issues they may have. Longer term clients are also surveyed on a regular basis. The results of these surveys are analysed to monitor client satisfaction and to provide recommendations to improve service delivery.

Grievances

Aged Services uses an escalation style process to resolve any concerns or issues raised by clients who receive our services. Clients are urged to use this process should they have a complaint or grievance regarding any aspect of service quality, accessibility or cost.

Clients can raise any concerns regarding their HACC needs with their visiting HACC direct care worker who will report these concerns to the Community Care Services Team Leader, or clients can also raise any concerns regarding the service directly with a Frankston City Council's Community Care Team Leader.

If clients are unsatisfied with the response, they may contact the relevant co-ordinator in Aged Services:

  • Community Care Services Co-ordinator (Home Care, Personal Care, Respite Care and Home Maintenance issues)
  • Community Support Services Co-ordinator (Meals on Wheels and Social Support issues)

If the matter is not resolved at this level, it will then be escalated through Council's line of reporting (e.g., Manager- Aged Services, General Manager, Chief Executive Officer (CEO) until a resolution is reached.

If clients are not happy with the response of the senior managers, they may wish to raise the matter directly with their ward councillors.

Responses to expressed concerns, complaints or grievances will be provided by Council's Aged Services in a timely manner. Clients may use an advocate of their choice at any point during the escalation process.

If the above steps have not resolved the grievance, clients can contact the Commonwealth Aged Care Complaints Resolution Scheme on 1800 550 552.

Page updated Wednesday, 11 January 2012   Was this information useful?