Management Fundamentals

Name the controlled document we give to clients which outlines the complaint process

• Combined Client Consent Form

• Client Welcome to Emerge Aotearoa letter

• Website address

• Client Complaints Policy and Procedure

Name 3 key areas discussed in the initial Teams stakeholder meeting.

• Date complaint received, rating & who will investigate.

• Date complaint received, complaint type, how complaint was received.

• Extension request date, Complaint manager, outcome due date.

• Who will send the acknowledgement letter

Who is the Quality and Improvement partner for your region/service?

• Janet Taylor

• Jasmine Mohammed

• Andy Dimond

• Jenny Rose

• Kathryn Platz

Privacy Act 2020 - How many Privacy Principles are there?

• 13

• 12

• 15

• 10

Name 2 best case practices for good communication.

• Provide updates to Q & I partner, Don't meet timeframes.

• Ask for extension a day before its due, Conflict of interest not disclosed.

• Understand complainants concerns, Client feels listened to and valued.

• Treat feedback seriously and look to improve, Investigation left too late.