Theme 9: Feedback and complaints management system
This theme shows how you can demonstrate that you have systems and processes in place to ensure older people are encouraged and supported to provide feedback and make complaints about care and services without reprisal. You have a system in place to receive, record, respond to, and report on complaints and feedback, to inform continuous improvement of care and services.
Please refer to the draft strengthened Quality Standards guidance for definitions, descriptions and guidance related to this theme.
This theme is directly linked to outcome 2.6, feedback and complaints management system. There is a link between this theme and outcome 2.5 (incident management) as both require processes for open disclosure; therefore any gaps or issues related to open disclosure identified in this theme may impact outcome 2.5/theme 8 or vice versa.