Oxley Home Care’s aim is to promote an open and positive approach to complaints as part of our regular feedback strategy.  Oxley Home Care recognises that feedback both positive and negative is essential in order to provide a high quality care that is required.

Policy

• Oxley Home Care encourages and promotes feedback as part of its quality improvement process.
• Uses information gained from feedback to enhance organisational performance. Service improvements results from both handling complaints at an individual level and from the collation and analysis of complaint data.
• Oxley Home Care acknowledges all complaints and concerns and responds promptly and sensitively.
• Oxley Home Care encourages resolution of minor complaints at the first point of service wherever possible.
• Oxley Home Care assesses all information and determines appropriate actions and responses based on severity and risk factors involved.
• Oxley Home Care deals with all complaints in an unbiased, objective and impartial manner.
• Oxley Home Care deals with all complaints in  a professional, private and confidential manner.
• Adequate resources will be allocated to ensure the efficient and effective management of complaints.
• The complaints management process is open, clear and evident to clients and staff.  
• All complaints will be audited by Oxley Home Care and used to evaluate current services and improve services through continuous quality improvement processes.
• Feedback is acknowledged and managed efficiently without unnecessary delays.

Procedure

All complaints will be processed in the strictest of confidence. All comments and complaints help us to monitor our performance and assist us to make continual improvements.

Complaints and feedback can be communicated by:

Completing online feedback or

• Telephone: (02) 9986 2266
• Fax:          (02) 9986 2267
• Mail:         PO Box 151 Belrose West NSW 2085
• Email:       admin@oxleyhomecare.com.au