Strengthened Aged Care Standards Education

Courses

[On Demand 2025] Complaints and Feedback Management

[On Demand 2025] Complaints and Feedback Management

Our newly developed Complaints and Feedback Management course is designed to give aged care providers, leaders, and staff the requisite practical knowledge and skills to navigate these evolving obligations and harness feedback as a driver for continuous improvement.

This course, relevant for all personnel ranging from direct care workers to the governing body, offers an in-depth exploration of the contemporary legislative and regulatory landscape. It presents an opportunity to reframe an organisation’s perception of complaints, not as a source of culpability, but as a primary driver of positive change.

$ 40.00 +GSTAdd to cart

In response to the unprecedented reforms within the aged care sector, the establishment of robust, responsive, and transparent complaints and feedback management systems has become paramount. The new Aged Care Act 2024 and the Strengthened Aged Care Quality Standards place a critical focus on accountability, transparency, and high-quality, person-centred care. This course is a crucial tool for all aged care personnel, from direct care workers to executive teams, as everyone has a role to play in fostering a safe environment.

Why is this course essential for your organisation?

Ensure adherence to the new aged care legislation

The course delivers a comprehensive overview of the Aged Care Act 2024 and the operational specifics delineated within the Aged Care Rules 2025. Participants will gain an understanding of key requirements relating to complaints and feedback.

Ensure adherence to the Aged Care Quality Standards

This course directly addresses the revised requirements of the Strengthened Aged Care Quality Standards, particularly Standard 2: The Organisation, which mandates that providers foster and support complaints and feedback from both individuals and workers without fear of reprisal.

Augment open disclosure practices

Participants will comprehend the principles and practical application of open disclosure.

Encourage continuous improvement

The course instructs on implementing a clear, documented process for managing complaints, from initial acknowledgement and assessment to subsequent follow-up and review. It emphasises the utilisation of root cause analysis to transform complaint data into actionable insights that elevate the quality of care.

Senior woman leaning at an adult aged care education session

Meet Your Expert Facilitator

Cynthia Payne

This session is facilitated by Cynthia Payne, Managing Director of Anchor Excellence. With extensive experience guiding aged care providers through regulatory change and complex clinical governance challenges, Cynthia brings a wealth of practical knowledge and strategic insight. Her leadership at Anchor Excellence is focused on empowering organisations to not only meet compliance standards but to truly excel in delivering person-centred, high-quality care. Cynthia is dedicated to fostering a culture of continuous improvement and deep respect within the aged care sector.

This session will guide your team through the critical essentials of complaints and feedback management:

Participants will explore:

Recap legislative and regulatory requirements

Examine the purpose of receiving complaints

Outline the essential processes for complaints management

Understand open disclosure in the context of complaint management

Describe practical considerations when responding to complaints

Understand the use of complaints data for continuous improvement

Understand the governance framework

Purchase for Your Team

Anchor Academy courses recognise and stay ahead to the challenges in the aged care industry. We will boost your career in the aged care industry by providing standout insights and offering certificates and credentials that can be shared in your portfolio.

Want to register for a group session or interested in a bespoke course for your team? Please click the ‘Group or Bespoke Sessions’ button below for group purchase enquiries. To request to pay by invoice, please email us at education@anchorexcellence.com.

Group or Bespoke Sessions

The Anchor Team

Why Anchor Excellence?

Anchor Excellence enables aged care leaders – boards, executives, managers – to strengthen their capability, align to the new industry dynamics, and deliver sustainable businesses.

Responsive

We are there for our clients when they need us

Authentic

We are genuine and always reflect our true selves

Collaborative

We work collaboratively with our clients and stakeholders

About Anchor Excellence