Resources

Complaint management key performance indicators

• Complaint Management Workbook Version 4.0 (Excel zipped) (Click on Open in the File Download window, then click on Extract and browse to where you want to save the document)
• Complaint Management Workbook: Step-by-step guide to running complaints management key performance indicator results (PDF 392Kb)

Policies and guidelines

• Complaint Management Guidelines GL2006_023
• Complaint Management Policy PD2006_073
• Incident Mangement Policy PD2007_061
• Better Practice Guidelines on Complaints Management for Health Care Services (PDF 58Kb) Australian Council for Safety and Quality in Health Care, 2004

Other resources

• Turning Wrongs into Rights - Literature Review (PDF) Healthcare Complaints Commission, July 2003
• Complaints Management Handbook for health care services (PDF) Australian Council for Safety and Quality in Health Care, July 2005
• NHS Complaints Policy and Resources (website) UK Department of Health
• National Patient Safety Education Framework (PDF 1.57Mb)
• Evaluation of the Effectiveness of Complaint Handling and Complaint Reporting (PDF 154Kb) NSW Health, 2002
• Complaints Coordinators' Handbook (website) Queensland Health