Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her...
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Transcript of Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her...
![Page 1: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access.](https://reader035.fdocuments.in/reader035/viewer/2022062717/56649e5d5503460f94b557c5/html5/thumbnails/1.jpg)
Client RelationshipsConflict and Care
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1.4 Comments and Complaints
Each resident (or his or her representative) and other interested parties have access to internal and external complaints mechanisms
Accreditation Standards
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Culture
Principles
People
Process
Analysis
Commonwealth Ombudsman, Better Practice Guide to Complaint Handling, April 2009
The Commonwealth Ombudsman
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BlueCross
Culture
Principles
People ?
Process
Analysis
![Page 5: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access.](https://reader035.fdocuments.in/reader035/viewer/2022062717/56649e5d5503460f94b557c5/html5/thumbnails/5.jpg)
Our questions are
Are our staff well prepared to meet the challenges of conflict and complaints?
What is the impact of dealing with conflict having on our staff?
The research
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Process
Questionnaire
Interviews
Appreciative Inquiry
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Results
Training
Feelings about conflict
Strategies
People involved
Time spent
What I do when it is too much
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Training
Level of training
Stand alone or component
Hours of training
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Feelings about conflict
Feelings about being faced with a conflict
Effect on attitude to work
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Conflict Resolution Strategies
Manage the situation
Identify the issue
Develop options
Agree on a plan
Implement the plan
Monitor progress of plan
Review the outcome & process
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People involved
The roles of people involved in conflict
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Time spent on conflict
Percentage of time spent on conflict
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When it is too much
Strategies people use to manage when a situation is too much
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Next steps
Take this research through the whole organisation
Do Appreciative Inquiry processes
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