Salveo Care Feedback and Complaints Form FY25/26

Feedback and Complaints Form

We at Salveo Care are committed to constantly improving our services to better meet your needs. Your feedback is crucial for us to achieve this. We treat your information with the utmost respect and prioritise addressing your concerns quickly and carefully. Your input directly influences our service quality, and we thank you for sharing it.
Date & time the feedback was provided

DayMonthYear
Date
Hour MinutesAM/PM Option
Who is providing the feedback

Other
Would you like to remain anonymous?
Note: We respect your right to remain anonymous and will do our best to respond to your feedback. We need to let you know that by remaining anonymous it may limit our capability to follow through with a resolution. Rest assured that all feedback will be handled with utmost sensitivity and confidentiality. Your privacy is of utmost importance to us.
Name

First NameLast Name
Email
example@example.com
Phone Number
Please enter a valid phone number.Format: 0000 000 000.
OLD - Who is completing this form?
Your feedback is: - please choose from the following options
Is the feedback related to a care recipient?
Name of care recipient feedback relates to

First NameLast Name
How was feedback provided? Please select the method used to provide feedback

Other
OLD - Please enter location or suburb
Please write your feedback here
What outcomes would you like as a result of your feedback?
Do you wish for your feedback to remain confidential?
FOR PDF - Do you wish for your feedback to remain confidential?
OLD - Address details for care recipient
Street name, suburb, State, Post code

Service involved in the feedback - please choose from the following options:

Other
Compliment
How was the compliment responded to/actioned?
Was the compliment shared with the worker and team? Use the compliment as an example of what to do - implement this as an improvement for all staff to follow.
Investigation
When was the complaint/feedback acknowledged?

DayMonthYear
Date
Hour MinutesAM/PM Option

Topic of complaint

Other
Is an investigation required?
Support Services section - Includes using respectful language, avoiding re-traumatisation, offering support options, and allowing time and choice in communication.
Complaint & Feedback Management – Task Checklist (Office use only)

Other
Description and impact of complaint
Complaint desired outcome
What activities will you undertake as part of the investigation?

Other
Brief investigation summary - Use this field only to clarify or add context to the checklist above
e.g. spoke to client and their family, contacted the police, interviewed the SW, etc.
Investigation activities
e.g. spoke to client and their family, contacted the police, interviewed the SW, etc.
Investigation findings
Show results of investigation and what you have found
Complaint resolution proposed actions/actions completed
Actions taken in response to complaint and/or actions taken as a result of investigation
Complainant's complaint resolution satisfaction
Open Disclosure
Open disclosure is the open, honest and empathic conversation that a registered aged care provider has with older people, and where appropriate their family, kin, carers, supporters and/or authorised decision-maker, when something goes wrong with care and services. It should be exercised in all circumstances where an incident, possible incident or complaint has occurred.
To turn this commitment into practice, our approach is guided by a clear, structured framework. When an incident or complaint occurs, we follow five essential steps to ensure our conversations remain transparent, supportive, and focused on continuous improvement.

The core elements of this process, as outlined by the Aged Care Quality and Safety Commission, are shown below:

Source: Aged Care Quality and Safety Commission Open Disclosure Framework
🔑 Quick Reminder for Staff

Open disclosure must be applied whenever something has gone wrong in the care or services we provided (or failed to provide) that has harmed, or could have harmed, a participant.

You must explain what happened, say “I am sorry” or “We are sorry”, and record it here — the Aged Care Quality and Safety Commission will check for this.
Open Disclosure in Home Care – Staff Guidance
📘Staff Guidance: What is Open Disclosure?

Open disclosure means being open and honest with a client (and/or their family/representative) when something has gone wrong as a result of the care or services we provided (or failed to provide) and that has harmed or had the potential to harm them.

It is not about admitting liability. By law, saying “I am sorry” or “We are sorry” is not an admission of fault, but a genuine part of respectful care

The Open disclosure process includes
- Acknowledge: Acknowledging the incident promptly and listening to the client's experience.
- Apologise: offering a genuine meaningful apology(using clear words like “I am sorry” or “We are sorry”),
- Find out:Taking the time to find out the facts and investigate what occurred listening to the client’s concerns,
- Explain: Explaining what happened and why in a transparent, easy-to-understand manner.
- Communicate: Continuing to communicate what actions are being taken to prevent it from happening again, and recording the details.
🎥 Training Video: What is Open Disclosure?

The short video below explains the concept of open disclosure and how it should be applied in practice. Please watch it before completing this section of the incident form.

⚠️ Compliance Reminder: The Aged Care Quality and Safety Commission will look for evidence of open disclosure in incident reporting. It is not optional, every incident where harm or potential harm occurred must include an open disclosure process and record.
✅ Examples of Good and Bad Apologies

✅ Good Example:

A support worker forgot to attend a scheduled cleaning service. The coordinator phoned the client and said:

“I am sorry that your support worker did not arrive for your cleaning service today. I know this disrupted your plans and caused frustration. We have adjusted our rostering system so this won’t happen again. I will also personally call you tomorrow to confirm that the next service has gone ahead as scheduled.”

Or a Nurse arrived late to the service and Medication was given late:

“I am sorry that your medication was not given at the scheduled time. I understand this may have caused you discomfort. We have reviewed our handover process and will make sure this does not happen again. I will check in with you tomorrow to see how you are feeling.”

This is open disclosure: clear, genuine, respectful, and focused on the client’s wellbeing.

---------------------------------------------------------------------------------------------

❌ Bad Example:

“We’re sorry, but it didn’t really cause any harm.”
“That was the worker’s fault, not ours.”
“I was negligent in this case.”
“We’re sorry… but we are very busy, and this can happen sometimes.”

These are vague, defensive, or blaming and do not meet open disclosure requirements
Open Disclosure in Home Care – Quick Reference

Rows	Complainant / Feedback Provider Cotacted	Date Contacted	Method	Manager been Informed ?
Initial Acknowledgement & Communication

📋 Quick Reference: When Does It Apply in Home Care?

Open disclosure must be applied when something has gone wrong in the care or services we provided (or failed to provide) that has caused or could have caused harm.

Here are some common home care examples:

Example Complaint / Feedback	Type of Impact / Distress	Why Open Disclosure Applies & How to Respond
Substandard Service / Cleaning Quality (e.g., Partcipant complains the worker rushed, missed areas, or didn't vacuum properly).	Loss of Trust & Frustration: Living in an untidy home; feeling like package funding is being wasted.	A poor cleaning job impacts a particpant's comfort and dignity in their home. Respond by: Apologising for the poor standard and arranging a fix (e.g., a re-clean or a worker swap).
Scheduling or Roster Changes (e.g.,.Participant complains a worker was late, didn't show up, or a roster change wasn't communicated).	Anxiety & Disruption: Frustration, anxiety, feeling forgotten, or disruption to their daily routine.	Disrupted schedules cause immediate stress. Respond by: Informing them why it happened, offering a sincere apology for the breakdown, and confirming the corrected schedule.
Incorrect or Delayed Financial Statements (e.g., Partcipant complains about a billing error or that statement fees don't match their agreement).	Financial Stress & Confusion: Anxiety regarding package funding balances and a loss of trust in billing.	Partcipants have a right to clear pricing. Respond by: Apologising for the confusion, explaining the discrepancy transparently, and fixing the balance immediately.
Service Delivery Discrepancies (e.g., A Partcipant complains that a specific task in their care plan was missed, or a meal delivered didn't respect their lifestyle preferences).	Loss of Trust / Frustration: Feeling that their care choices are not being respected or delivered as agreed.	Partcipants have a right to shape their own services. We need to apologise for the oversight, understand why it happened, and reassure them of the steps taken to align care with their preferences
Meal Not Delivered / Incorrect Meal (e.g., participant complains their scheduled meal delivery was missed, or they received something they didn't order).	Frustration & Disappointment: Disruption to their evening or routine; feeling like their lifestyle preferences are being ignored.	Meal times are a massive part of a participant's daily comfort and independence. Respond by: Giving a sincere apology for the mix-up and fixing it immediately (e.g., arranging an express replacement or crediting their package).

Was Open Disclosure Applied?
If Yes provide details of those involved, discussion points, agreed actions and Exact words of apology used (must include “I am sorry” or “We are sorry”) if No provide reason -
If No or Not Applicable - Please explain why open disclosure was not applied or why it was deemed not applicable to this Feeback/Complaint:
Continuous Improvement
Continuous Improvement Resulting from Feedback
improvement activities implemented across the organisation
Improvement Implemented?
FOR PDF - Improvement has been recorded in the {Continuous Improvement Register}
Complainant Feedback on Complaint Process
How did the complainant feel about how we handled and responded to the complaint?
Improvement action to complaint handling process required
Links to relevant information
Actioned by

First NameLast Name
Role
Status
Date closed

DayMonthYear
Date
Should be Empty:

Feedback and Complaints Form

Compliment

Investigation

Open Disclosure

Open Disclosure in Home Care – Staff Guidance

Open Disclosure in Home Care – Quick Reference

Continuous Improvement