Prepare the quarterly complaints and incidents paper

You are the Quality Coordinator in the Quality, Safeguarding and Compliance team.

Simulated workplaceAdvanced missionCAQA Willow Community Care

This mission touches on a mature theme. It is fictional. If it brings up something hard for you, you can stop at any time and talk to someone you trust.

What is going on

The Board quality and safeguarding committee meets on 15 October and the Chief Executive Officer has asked for a paper on complaints and incidents for the quarter. The Aged Care Quality and Safety Commission has forwarded a complaint about missed domestic assistance visits in Geelong, a worker has been injured during a shower assist, an unauthorised restrictive practice has been reported to the NDIS Commission, and a family has complained about worker inconsistency. The aged care quality review is scheduled for November. Helena Vasquez wants themes, an honest assessment of whether Willow met its own timeframes, and two improvements with owners and dates.

Helena Vasquez, Chief Executive Officer
Subject: Complaint trends for the Board quality committee

The Board quality and safeguarding committee meets on 15 October and I want a short paper on complaints and incidents for the quarter. Please analyse the Feedback and Complaints Register and the Incident and Hazard Register, identify the top three themes, check whether our responses met the timeframes in our procedures, and propose two improvements with an owner and a date for each. The Aged Care Quality and Safety Commission complaint about missed visits in Geelong must be covered. Daniel will review the draft before it comes to me.

Your brief

Analyse the quarter's complaints and incidents from both registers, test Willow's responses against the timeframes in its own procedures, identify the themes and root causes, and write a Board paper that proposes two measurable improvements and prepares the organisation for the November quality review.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

Read the Safeguarding, Abuse and Neglect Prevention Policy and the Responding to and Reporting Abuse, Neglect and Reportable Incidents Procedure and list every timeframe Willow commits to for acknowledgement, notification and response.
Export or list every entry in the Feedback and Complaints Register for the quarter and check each against the acknowledgement and response timeframes, recording any that were late.
Review the Incident and Hazard Register for the quarter, confirm each reportable incident was notified under the correct scheme within time, and note any gaps in the recorded actions.
Group the complaints and incidents into themes such as rostering consistency, manual handling, communication with families and restrictive practice, and identify the likely root cause of each theme.
Check the Mandatory Training and Worker Screening Register requirements against the manual handling injury and propose a training compliance measure for the paper.
Draft the Board paper with a summary, the data, the themes, an honest statement on compliance with timeframes, and two improvements with an owner, a date and a measure.
Draft a response to the Aged Care Quality and Safety Commission complaint for the Quality and Safeguarding Manager's review and update the register entry.
Record the two improvements as entries in the Incident and Hazard Register or the Feedback and Complaints Register with owners and due dates so they are tracked.

My notes: what did I enjoy, and what surprised me?

What someone in this role would produce

Timeframe checklist from the policy and procedure
Register analysis showing compliance with timeframes
Board paper with themes and two improvements
Draft response to the Commission complaint
Register entries for the improvements

Printing this is a record of what you explored. It is not a certificate or a qualification.