Consumer feedback and complaints management

SA Health released it's Consumer Feedback and Complaints Management Policy Directive and Guideline in January 2010. These governance documents, along with several other tools, assist in addressing consumer feedback and complaints. This ensures a consistent approach to feedback and complaints management.

Consumer feedback and complaints provide an opportunity to observe the quality of health care from the perspective of consumers and carers. It also assists in directing improvement in the quality of these services.

A toolkit has been developed to assist staff with the consumer feedback and complaints process. The following tools are included:

• Consumer feedback and complaints management toolkit contents page (PDF 188KB)
• Appendix 1: National health complaints categories and subcategory definitions (PDF 31KB)
• Appendix 2: Consumer feedback and complaints management process flowchart (PDF 10KB)
• Appendix 3: Complaints severity assessment code matrix (PDF 26KB)
• Appendix 4: SA Health consumer feedback and complaints management data collection (PDF 7KB)
• Appendix 5: Complaints management and self-assessment guide (PDF 37KB)

Contact

Mandy Davies

Principal Project Officer - Governance and Policy

Telephone: (08) 8226 6320