Page 13 - Just Better Care Contractor Handbook

Customer Compliments and Complaints
At Just Better Care we encourage customers to provide feedback, which may be in the form of a compliment or a complaint.
Customer feedback can be provided in a number of ways, including verbally, in writing, directly to Just Better Care or to an external organisation such
as the NDIS Commission or the Aged Care Complaints Commissioner.
Regardless of how customer feedback is received, we are required to document and address all feedback.
At Just Better Care we recognise that complaints can be challenging to receive; however, if addressed correctly they can provide Just Better Care with an opportunity to develop and improve the services we provide to customers.
If you receive positive or negative feedback from a customer, you are required to inform Just Better Care as soon as possible.
Open Disclosure
Just Better Care works to always ensure the safety of its customers, focusing on preventing incidents and harm to those customers we provide services to.
We are committed to continuously improving performance through effective reporting and management of incidents that may have caused harm or could potentially have caused harm.
We recognise the need to communicate openly with a customer when things go wrong, addressing any immediate needs or concerns and providing support, apologising and explaining the steps we have taken to prevent it happening again.
Reporting Additional Concerns
You have a duty of care to maintain
the safety and wellbeing of customers you are providing services to when engaged as a contractor with Just Better Care. You may sometimes observe circumstances that cause
you concern and must report these concerns to Just Better Care as soon as possible.
Please notify Just Better Care immediately if you observe any incidents, hazards, risks, changes in health, injuries or indicators of abuse or neglect with any customer.
Examples might include (but are not limited to):
• Unexplained physical injuries.
• Nervous behaviour in the presence
of a particular individual.
• Changes in behaviour, such as a new reluctance to talk openly or
avoidance of face or eye contact. • A significant decline in health or
level of ability.
• Dehydration or unexplained
weight loss.
• Obvious signs of lack of food. • Poor personal hygiene.
• Discrepancies regarding the
management of a customer’s funds.
Service Delivery & Feedback
Just Better Care© Contractor Handbook 13