Education and Training

This booklet provides an evidence-based approach to complaint handling in a plain English, easy-to-understand format. It highlights the role of communication in effective complaint handling and the benefits of resolving complaints within a service.

Open disclosure is the open discussion that an aged care provider has with people receiving aged care services when something goes wrong that has harmed or had the potential to cause harm to a person receiving aged care service. With more than 1.3 million people receiving care in Australia, this is a crucial activity for providers to support continuous improvement within their service.

This self-assessment tool aims to help aged care service providers record how their use of chemical restraints is managed. It relates to consumers who are prescribed psychotropic medication(s) (particularly anti-psychotics and benzodiazepines), including for PRN (as needed) use.

Download the English Aged Care Quality Standards Consumer Outcomes A2 Poster. This resource is not available to order.

A downloadable chatterbox template to support aged care service providers and their consumers engage with the new Aged Care Quality Standards.

This resource is not available to order.

This fact sheet outlines how the Aged Care Quality and Safety Commission supports providers to resolve complaints.

Provider resolution involves us referring complaint issues that a complainant raises with us to a provider to resolve. Where possible, we choose this approach as it is often the best way to have concerns quickly and effectively resolved.

Resolving complaints within the service

Includes Aged Care Quality Standards Self-Assessment Tool Template (available in word document and excel spreadsheet), as well as Guidance on Self-Assessment.

This resource is not available to order.

This resource is part of our Q Assist educational program on the Aged Care Quality Standards for approved providers.