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Evidence mapping framework

The evidence mapping explains the types of evidence we will be looking for when assessing performance against the strengthened Quality Standards. It is grouped into 21 broad themes, and provides a range of reflective questions and examples of the evidence that could be presented in an audit.

You should use the evidence mapping together with the audit methodology and guidance to help you to understand how to demonstrate conformance with strengthened Standards.

Theme 9: Feedback and complaints management system

Introduction

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.

Guidance

See more information about this outcome.

View guidance
 

Acknowledgement of Country

In the spirit of reconciliation, the Aged Care Quality and Safety Commission acknowledges the Traditional Custodians of Country throughout Australia and their connections to land, water and community. We pay our respect to their Elders, past, present and emerging and extend that respect to all Aboriginal and Torres Strait Islander peoples.