Compliments, Comments and Complaints 

Consumers, Families and Representatives

LEAVE FEEDBACK

Please click on the bottom below to leave your feedback

Yass Valley Aged Care LTD categorises feedback using the “three C’s” – whether it is a compliment, comment or complaint.

• Feedback can be provided verbally, via email, via the Continuous Improvement form or through our online feedback form, Centrim using the QR Scanner. A verbal complaint will be recorded by Care staff on the online feedback form to ensure that the complaint is documented and enable the Care or Operational Managers to investigate and respond appropriately in a timely manner.
  
  
• Feedback stations are located at both Horton House and Warmington Lodge. You will find paper-based forms, pens and lodgement boxes at a desk adjacent to reception 
  
  
• Using Open Disclosure, Management aims to investigate and respond to compliments, comments and complaints promptly. The aim is to resolve complaints as quickly as possible. The consumer and/or representative will be provided with feedback- verbal or written as required.
  
  
• Documentation will be kept on file in the register.
  
  
• If the consumers / representative feels the concern/ complaint has not been adequately addressed by the Care or Operational Managers, the consumer / representative is encouraged to contact the CEO.
  
  
• Should the Care or Operational Management and the CEO be unable to resolve the issue to the consumers /representative’s satisfaction the following service is available: A complaint can be made by letter, phone, or in person to:
  Aged Care Quality and Safety Commission
  Address: GPO Box 9819 Sydney NSW 2000
  PH: 1800 951 822