Human Services Quality Framework Standard 4 Feedback, Complaints & Appeals

GUIDETOFEEDBACKPOLICYTEMPLATE

ABOUT THIS POLICYAREA

This policy guides howthe organisation encourages and manages feedback from clients who use its services.

A written feedback policy is required aspart of meeting Standard 5 (Feedback, complaints and appeals).

Standard5 —feedback, complaints and appeals

The organisation advances the rights and responsibilitiesof people usingitsservices by:

•promoting opportunities for clientsand other stakeholders to providefeedback

•using feedback received to improve services.

Indicator1: The organisation has fair, accessible and accountable feedback, complaints and appeals processes.

Indicator 2: The organisation effectively communicates feedback, complaints and appeals processes to people using services and other relevant stakeholders.

Indicator 3: People using services and other relevant stakeholders are informed of and enabled to access any external avenues or appropriate supports for feedback, complaints or appeals and assisted to understand how they access them.

Indictor 4: The organisation demonstrates that feedback, complaints and appeals processes lead to improvements within the service and that outcomes are communicated to relevant stakeholders.

Policy checklist

Thefollowing checklist willhelpyou checkthat an existing policy coversthis area adequately.

The policy should:

explain howa service culture is developed that encourages open and honest communication

say howfeedbackwill be encouraged

explain the ways feedback can be provided and offer anonymity to clients providing

feedback

say how records of client feedback and levels of satisfaction are kept

say how information arising from feedback is compiled and used for continuous

improvement

containclearproceduresandactions

indicate the timing of any actions

showwhenitwasapproved

show when it was last reviewed.

COMPLETING YOURFEEDBACK POLICY

Human Services Quality Framework Standard 4 Feedback, Complaints & Appeals

Using thepolicy template

The template provides some example statements. You canadapt these statements and includethem in yourpolicy orwriteyour ownstatementsto better suit the operations and services of your organisation.

The policytemplates include red text prompts to insert informationthat is specific to your organisation.

There are also instruction sections, in blue italics, such as:

Refer to the induction of governing body policy template guide for questions and/or examples to consider when customising this section.

Whenyou have completed the policy template,delete all the coloured text.

Forfurther information on using the policy guides, refer tothe information inUsing the policytemplates andguides.

Guidelinesforeach sectionofyourpolicy

1.Purpose

When identifying the purpose of the policy, consider how it might apply to your client group/s and stakeholders. Doyou need to make specific statements to ensure you are inclusive of particular groups, such as Aboriginal and Torres Strait Islander peoples, Australian South Sea Islanders, people from culturally and linguistically diverse backgrounds and people witha disability?

2.Scope

To determine the scopeof the policy, consider the following questions:

•Does this policy apply to allyour organisation’s services and to all clients, agencies and stakeholders?

•Which staffor volunteers will be asked to collect feedback?

•What other methods may be used to collect feedback and protect anonymity?

•Are there some serviceareas, client groupsor stakeholders where people may prefer to give feedback toanexternal person?

3.Policystatement

If you are adopting thepolicystatement in thetemplate, consider whether there are any additionalcommitments yourorganisation wantsto make.

In identifying theactions yourorganisation will taketoimplement thispolicy, you should includethefollowing:

•fostering a service culture that encourages openand honest communication

•informing clients aboutthe standard of servicethey can expect

•developing and promoting your client charter

•encouraging feedback and making it easy forpeople to provide feedback

•offering anonymity to people providing feedback

•recording and compiling information arisingfromfeedback andusing it to improve services.

Human Services Quality Framework Standard 4 Feedback, Complaints & Appeals

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4.Procedures

The procedures describe how your organisation achieves the aimsand goals you have outlined in your purpose, scope and policy statement.

4.1Information aboutservice culture, standards andclient rights and responsibilities Describe the range of ways your organisationfosters a culture that encourages open and honestcommunicationwith clientsand stakeholders.

List your organisation’s written and visual resources thatstate what clients can expect from your service and how they may provide feedback(for example the client charter and, when appropriate, the service contract between the client and your service).

Client charter

Describewhen andhowyour organisation willupdate its client charter, andtheways that it will be promoted. For example:

•a poster and information sheetsavailable in all public areas of your organisation and other appropriate venues

•a copy for each new client.

Service contract

If yourorganisation signs service contracts oragreements withclients, howthe contract is put into practice will depend on:

•exactly what service is being provided

•the laws and policiesthat directly relatetothis servicetype

•theformality and duration ofthe relationship between theclient and your service.

Describewhen andhowtheservice contractwill benegotiated, and by whom.For example, a service contract or agreement may be discussed with a clientduring an intake assessment, or it could be signed by a clientwhen they accept a place in yourservice.

Other resources

List the otherwaysyour organisation will make information availableto clients. For example:

•poster overview of client rights and responsibilities

•written summary of service standards for staff and volunteers toexplain to clients

•information sheet about client rights and responsibilities.

Explain howyour organisation willmake information available in languages and formats appropriateto the range of communities and literacy level of clientswith whom you work. In particular, consider those for whomwritten English is notthe most usefuloption.

4.2Informing clients

For each different service, describe when andhow information will beprovidedtotheclient andwhowill be responsiblefor doingthis.For example:

•by an intakeworker during intakeand assessment interview

•by anactivityfacilitator when aclient attendsan activityfor thefirst time

•by a counsellor sending out information aftera telephone contact

•by a key worker or support workerduring their work with clients

•by a servicecoordinator ata group meeting of clients.

Human Services Quality Framework Standard 4 Feedback, Complaints & Appeals

4.3Promoting opportunitiesfor client feedback

Forfeedback that is initiated by the client,describe:

•the different ways people cangive feedback — who they can talk to or write to, and any other opportunities thatyour organisation provides (for example,during group functions or via a suggestion box)

•whowill be responsiblefor receivingthefeedback, andhow theywillrecord it

•what actionwill betaken in responseto feedback (including referringtheclient to the complaints procedure, if appropriate).

For feedback soughtbyyour organisation,describe:

•thewaysyour organisation willcollectfeedback (for example, exit interviews, satisfaction surveys, consumer focus groups)

•how interviews, consultations or formal surveys will ensure allinterested people have a voice on the range of issues

•when and how oftenfeedback collection willbeundertaken,whowill do it, and how the results willbe assessed.

4.4Using client feedback for service improvement

Describe the waysthat your organisation will documentthe feedback it collects and collates. Consider the following processes:

•a feedback file or database, with records of all individual instances of feedback in date order

•a record onthe client file (whenfeedback is not anonymous) of thecomment made and response given

•a regular feedback report to senior staff/management, summarisingindividual instances of feedback for the period, and actual/recommended responses

•a file containing completed client surveys from individual clients

•a survey report summarisingfindingsand proposing actions in response.

Describewhen andhowthis information will bereviewed,whowill be responsiblefor doing this, and how the organisationwilluse feedback to improve services. For example:

•forserviceplanning— includinga review of client feedback in all service planning, monitoring and evaluation activities

•fordecision making— includinga report on client feedback as a standard item on staff and management meeting agendas.

5.Otherrelated policies and documents

The feedback policy should be linked to:

•the complaints by clients policy that outlines how the organisation will manage complaints from peopleusing its services, and ensurestheir right tohave complaints fairly assessed

•the confidentiality policy that outlineshow the organisation protects client rights to confidentiality and privacy

•the organisation’s client charter and service contract (if used)

•any forms used for collecting client feedback

•relevant policies and procedures about record keeping or data collection.

6.Reviewprocesses

Consider how oftenthepolicy should be reviewed and the process for doing this:

•frequencyof review:Most policies benefitfrom an annual review. The experience of implementing the policy is used todecide which changesare necessary. Consider reviewing your feedback policy as part of anannualreview ofyourorganisation’s client- related policies. At the same time, review the effectiveness and outcomes of your client

feedback collection. If your organisation is small, you may consider reviewing your policies over athree-year period. Critical incidents may prompt you toreview thepolicy ahead of schedule.

•responsibility for the review: In most organisations, theperson accountable for client services would be responsible for reviewing this policy. In small organisations, this may be a project coordinator or themanager. Inlarger organisations, this may be a manager of client services or programs.

•process for the review: Decide which particular staff, volunteers, external people and organisationswill provide input tothe policy review. Ask clients about their experience of providing feedback.

•decision-makingprocess:Whowill review draft changesto the policy and approve changes? Whatwill bethetimeframeforthe review process?

•documentation andcommunication:What records of the policy review process are needed? How will changes to the policy be communicated to staffimplementing the policy? In a small organisation, this may beassimpleas notingthechanges at a staff meeting. In a larger organisation, an email memo may be needed.

•keyquestionsfor thereview:Is the policy being implemented? Are procedures being followed? Is thepolicy clear? Whathas changed that may prompt a change to the policy? Have particular stakeholders had difficulty with any aspect of the policy? Can their concerns be resolved? How does the policy comparewith that of similar organisations?