Managing complaints in Home Care
Location
Online event access details will be provided by the event organiser
About
Managing complaints in Home Care
Thursday 12th November 2026, 1 – 3pm (AEDT)
Online via Zoom
This course aims to support staff manager complaints in Home Care settings. This includes communicating effectively with clients and carers, working collaboratively to solve problems and how to effectively document and follow up complaints.
This course is designed to support Home Care staff manage and resolve complaints effectively. We will look at practical and professional steps to understand, address and document complaints. This includes discussion around:
- Active Listening - Hearing the persons complaint and reiterating the points they present.
- Effective Communication - communication styles, language, tone and attention to detail. Reflective practice. Advising of the resolution process and interest to resolve.
- Empathy- Acknowledging feelings / frustrations/ concerns/safety with Client. Validating their experience and emotions.
- Documentation Skills - use of templates and freehand recording, Objective documentation of concerns, escalation and priority, responses, managing the process and follow up actions
- Problem Solving - Client suggestions for improvement and review Quality management for best practice and solutions management.
- Follow Up - Preference for communication method, a timeline for response, review and closure if outcome successful.
The webinar is tailored to staff working in CHSP and Support and Home programs. The content is linked to the Aged Care Act 2024, the Strengthened Aged Care Quality Standards, CHSP programme guidelines and broader legislation including the Fair Work ACT 2009, Health Records ACT 2001 and Privacy Principles.
Note: This is not conflict resolution training.
Suitable for Team leaders and coordinators working in Home Care programs (including CHSP and Support at Home).
This workshop is brought to you by Ku-ring-gai, Mosman, and Willoughby Councils and Your Side.