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Grievances and Complaints Resolution

PROCEDURE: GRIEVANCES & COMPLAINTS RESOLUTION

  1. PURPOSE

Dynamic Prosthetics & Orthotics are committed to providing the highest standards of care, service, and quality products.

  • It is always our goal to maintain positive and high value relationships with all our patients and enter every engagement with the intention of positive outcome.

  • If for any reason, our patients are not satisfied with the care, service or quality of product provided, we welcome the opportunity to discuss concerns in an open, honest, professional, and timely manner.

Dynamic Prosthetics & Orthotics has a positive grievances & complaints culture.  This provides the foundation on which all other components of quality grievances & complaints management and resolution framework is built.

This procedure outlines the requirements of DPO and their representative with respect to grievance and complaints resolution.

  1. GUIDING PRINCIPLES
  • Dynamic Prosthetics & Orthotics adhere to the guiding principles of
    • The National Disability Insurance Scheme Act 2013 that people with disability have the same right as other members of Australian society to pursue any grievance.
    • The NDIS Code of Conduct
    • The NDIS (Procedural Fairness Guidelines) 2018
    • The NDIS Complaints Management & Resolution Rules 2018
    • The NDIS Quality & Safeguards Commission
    • The ACCC
  • Dynamic Prosthetics & Orthotics complies with any relevant mandatory reporting or other obligations it has under the Australian law, included but not limited to work health & safety, criminal law etc.

  1. NATURE OF GRIEVANCES/COMPLAINTS

In reference to Dynamic Prosthetics & Orthotics Grievances & Complaints Resolution Procedures, a grievance or complaint is an expression of dissatisfaction with a service, support or product provided by Dynamic Prosthetics & Orthotics and its’ representatives.

It may also include how a grievance or complaint was handled, for which a response or resolution is explicitly or implicitly expected.

  1. HOW A GRIEVANCE OR COMPLAINT CAN BE MADE

A grievance or complaint can be made to DPO by an individual, their advocate, decision maker or substituted or informal decision maker in any of the following ways.

  • In person to a DPO Manager or representative
  • Over the telephone – 5441 5135
  • DPO Website Contact Form – www.dynamicpno.com
  • Email – admin@dynamicpno.com.au
  • In writing – 29A Mathew Street, Nambour, Qld. 4560
  • DPO Patient Feedback Form

A grievance or complaint can be made anonymously.

Grievances and complaints can also be made to

  1. HOW GRIEVANCES OR COMPLAINTS ARE MANAGED

DPO Director, Deborah Heyns is the Complaints Manager for the business.

The director is immediately made aware of any grievances or complaints.

DPO commit to the following actions in relation to all grievances and complaints.

  • All grievance and complaints will
    • Be acknowledged, assessed, and resolved in a fair, efficient and timely manner
    • Be treated seriously
    • Have reasonable action take in relation to the issued raised in the grievance or complaint
  • Grievances and complaints will be dealt with directly and quickly at the point of service, unless further follow up and/or investigation is required.
  • Support and assistance will be provided to any individual, their advocate, decision maker or substituted or informal decision maker who wishes to make or has made a complaint.
  • Grievance and complaints will be documented in a clear and accurate manner.
  • Investigations will be undertaken in the timeliest manner possible.
  • The individual, their advocate, decision maker or substituted or informal decision maker will be
    • appropriately involved in the resolution of the grievance or complaint
    • be kept informed of the progress of the grievance or complaint, including
      • any action taken
      • the reason for the decision made
      • options to have decisions reviewed
  • Maintain appropriate records of all complaints received, including where appropriate
    • Information about the complaint
    • Any action taken to remediate or resolve the complaint
    • The outcome of any action taken.
  • Records will be retained for a 7-year period and/or in accordance with relevant legislative requirements.
  • All grievances and complaints will be referred or notified to any other bodies required by law.

  1. DPO Management Approval
  • This procedure was approved by DPO Management 07/21
  • Any requests for change to this document to be directed to Business Management
  • Document is be approved by DPO Director prior to implementation
  • Review will be conducted on an annual basis, unless otherwise required due to operational considerations

  1. RECORD OF VERSION REVIEWS/REVISIONS

 

Version

Date

Purpose of Review/Revision

(approved/annual/operational /rescinded)

Description/Comments

Management Approval

V1

11/20

Approved

Deborah Heyns

V2

07/21

Annual

Updated format & reference inclusions

Deborah Heyns

V3

11/22

Annual

No Change

Deborah Heyns
           

Legend – Purpose of Review/Revision

Approved

New Procedure

Annual

Scheduled Review

Operational

Review initiated as a result of operational requirements/change etc outside of scheduled review period

Rescindment

Procedure rescinded e.g. no longer required