Overview
What You’ll Learn:
- Importance of client feedback and complaints management
- Primax Care’s policy approach (compliance, fairness, and improvement)
- Complaint resolution process and roles
- Documentation and continuous improvement strategies
2. Definitions
- Complaint: Expression of dissatisfaction with services where expectations were not met.
- Feedback: Suggestions or compliments regarding service quality.
- Procedural Fairness: Acting fairly in administrative decision-making.
- Open Disclosure: Acknowledging complaints and learning from them to improve services.
- Reprisal/Retribution: Retaliation against a client for making a complaint is strictly prohibited.
Course Content
Lesson 1: Primax Care’s Policy & Purpose
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Lesson 2: Complaint Resolution Process
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Lesson 3: Roles & Responsibilities
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Lesson 4: Continuous Improvement & Documentation
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Conclusion & References
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Final Quiz (Sample Questions)
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