The earliest complaints are resolved – the better for every one involved
This training is specifically for aged care staff, dealing directly with clients and their families.
It will introduce attendees to a simple script and process for resolving complaints, that experts use.
Instead of getting upset with complaints, this training will show you how to calm down, resolve the issue, avoid escalation, save time and start converting your complainant into your friend
Presented by Michele Moreau RN.
Michele has significant experience in assisting aged care organisations to successfully resolve complaints at the local and complaint commissioner level.
Michele’s previous position included Regional Manager, Risk Management, Southern Adelaide Health Service, responsible for complaint management for Flinders Medical Centre, Noarlunga Hospital and Repatriation General Hospital.