Introduction

Do you think about the value of ongoing feedback? It carries much more importance in an aged provider setting than we think. It is not just about receiving feedback, reviewing, analysing, and going through the motions to deal with it as quickly as possible. It is always an opportunity for an organisation to connect with its clients, consumers, and participants, build relationships, foster ideas, and create positive change. What do we gain if we view feedback management as simply another “chore” or “job to do” and only give it five minutes of our time and a standard acknowledgement response

The Effort Behind Feedback

It’s important to remember that feedback requires effort. The person providing us with feedback has taken the time out of their day to put pen to paper or, these days, put their fingers on the keyboard and send out an email sharing their comments, complaints, and suggestions. People naturally want to express themselves. Providing feedback, in most cases (but not all), helps people to express a grievance, giving individuals a platform to articulate their feelings and thoughts. When the feedback pertains to the care of a loved one, emotions often run exceptionally high. Therefore, feedback offers consumers and/or family and carers an opportunity to feel relief and validation, as they know their opinions are essential.

Beyond Generic Responses

With that in mind, feedback deserves more than a bland, uninteresting, pre-worded response. As passionate aged care providers, we are to engage with older people. We must learn to be more effective listeners and actively encourage a relationship built on openness, honesty, respect, and trust. Over the past four decades, I have dealt with some tricky situations both in for-profit and not-for-profit situations, none more so than sitting with irate relatives who feel passionately and concerned for their loved ones receiving care.

Addressing Issues Transparently

When things go wrong, it can be easier to hide and make excuses; a better approach is to take the time to actively listen, meet where possible face to face and acknowledge that we are not perfect, we make mistakes, and we want to make things better. Yes, sometimes things go wrong, and, on this occasion, it has, but what we learn from these situations is the same issue from happening again to someone else. A heartfelt, genuine apology can go a long way. Often, the family, knowing that you are going to do something differently so no one else suffers the same outcome, is usually enough for them to hear. I apologised sincerely and genuinely at the time, stating that we would be taking action and putting changes in place to prevent the issue from happening again to anyone else. I waited for them to respond, expecting a continuation of concern. I was surprised when the family appreciated and accepted my honest response. They stated that they felt heard, acknowledged, and reassured that somebody would change things and take action.

An Authentic Approach

We talk of “open disclosure,” but how many providers implement it? Be brave and bold. People want to know that something good can come from something terrible and that changes can be made to benefit more people in the longer term. Effective relationship management is the building block for a rewarding and enriching collaboration between the older person, their family, representative, other health professionals involved in their care and the service provider. Do not just aim to meet the standard. Aim to exceed the standard. Make feedback work for your organisation authentically, personally, and positively. Truly to continually build a culture of continuous improvement where everyone has a valued voice and can freely contribute their feedback without recrimination.

Benefits of Effective Feedback Management

Another clear benefit of managing feedback and complaints effectively is that, if you manage the initial process well and take time with the person providing the feedback, you often can prevent escalation of the issue to external bodies like the Aged Care Quality and Safety Commission. Acting on feedback provides compelling evidence during audit processes and is undoubtedly one of the critical areas an auditor reviews during each visit. Some service providers also receive a STAR rating based on feedback gathered from consumer experience survey results, which supports the rating decision. Potential new clients often consider these ratings when deciding on their care provider, as the rating indicates a provider's commitment to quality and responsiveness. Therefore, a positive reputation through well-managed feedback is reflected well in these ratings and helps attract new clients who value transparency and proactive service.

Providers constantly work to provide high-quality, safe care for everyone they provide care to. Receiving positive feedback is a beautiful way to acknowledge that they are doing it right, staff are providing good person-centred care, and people are happy. Let us strive to do better for these incredibly vulnerable people we are privileged to care for.

Author

Andrea Waring  

Andrea Waring is a registered nurse and a dedicated healthcare professional with almost four decades of experience in various healthcare settings.  She has a strong passion for ensuring the provision of safe, quality care with consumer-focused outcomes.

Known in the industry for her passion for process improvement, quality, risk and compliance, Andrea is respected and valued for her wealth of knowledge and expertise. The legacy she hopes to leave behind is to ensure that she always has a positive impact on the quality of life for all individuals she cares for and works with.