Effective Management of Consumer Consultation and Complaints

Professional Courses


Target Audience: Nurses and Managers in Residential Aged Care and Community Care

Members $95
Non-members $190
Lunch and refreshments provided

As nurses we are frequently at the front line when consumers and their persons responsible make a complaint. Frequently this occurs in the absence of senior management.

The Aged Care Quality Standards (Standards 1, 2, 3, 6 and 8) identify the priority given to ensure the ‘consumer’ is supported to achieving their goals and are provided with the best service available to them. The properties given to the ‘Consultation process’ in the assessment planning and delivery of care as well as managing risks places nurses in a complex conundrum! Right of Choice v/s Duty of care.

This session will explore strategies to enable maximizing of consultation in the delivery of care, managing risks in order to prevent complaints and if they do occur how to manage those complaints.

Topics covered:

  • Identify what are the most common complaints and who makes them
  • The Role of consultation to ensure goal focused care is delivered to minimise complaints
  • Develop an understanding of the platform that we are working with – Walk in the shoes of our clients, families and staff – standing in our own shoes
  • Consumer focused care planning
  • Risk Management
  • Review Standards 1,2,3, 6 and 8 as they relate to performance outcomes for the consumer relating to Complaints
  • Open disclosure – what it really means and how to do it in a way that is mutually beneficial
  • How to turn feedback and complaints into a positive experience for you and your team
  • Team approach to managing complaints
  • Clarify which external organisations can become involved in a complaint
  • Understand the Life Stages of a complaint
  • Identifying UCC (Unreasonable Complainant Conduct)
  • What is Unreasonable Complainant Conduct
  • Looking after ourselves as a part of the complaint management process
  • Using a workshop team approach to manage scenarios  

Opportunities for reflection of practice:

  • Review your challenges and responses in consultative care and managing complaints
  • Develop preventative strategies
  • Best practice strategies to managing complaints
  • Develop your own Self-care strategies in managing complaints

Please read the NSWNMA Education Cancellation, Refund and Catering Policy prior to registering for this course.

Lunch and refreshments are provided.

A CPD Certificate will be provided to attendees at the end of the seminar.