This policy aims to provide Home Nursing Group (HNG) consumers and employees with a guide to the management of feedback relating to the practices of the organisation and the services provided by the organisation and its employees and contractors. The aim of the HNG Feedback System is to be accessible, confidential, prompt and fair. Resolving complaints within the organisation builds relationships and leads to better outcomes for consumers.
This policy applies to HNG consumers, their families and carers and to all employees covered by the HNG contractual agreements.
In an organizational context, feedback is the information sent to an entity (individual or a group) about its prior behaviour so that the entity may adjust its current and future behaviour to achieve the desired result.
A statement that something is unsatisfactory or unacceptable and requires a formal response to the complainant and an explanation of how the organisation intends to address the complaint
Worry about a situation or event that can usually be quickly addressed to the satisfaction of the persons concerned and may not require a formal response.
Positive feedback is an important of the HNG Quality Improvement Framework. All positive feedback is documented. Positive feedback is provided to the relevant employees and teams using direct communication, team meetings and the HNG newsletter.