Retirement Living – Get Code of Conduct compliant for feedback and complaints

A particular focus for operators when preparing for Code of Conduct compliance has been to ensure the wellbeing of residents is upheld, through fairness in marketing and sales practices, maintaining good relationships with residents and stakeholders and specific processes when residents move out.

Central to the Code of Conduct is that signatories agree to audit their compliance, act to rectify any failings as necessary.

Annual written confirmation of compliance by the provider is required to the Code Administrator, covering marketing, selling and operation, including complaints and dispute management procedures for operators and residents.

Signatories of the code must adopt a people-focused and proactive approach to seeking and receiving feedback and complaints.

Should an operator fail to uphold elements of the Code relating to complaints handling and resolution, a formal complaint may be lodged with the Code Administrator.

Taking a 360 degree view of resident experience will help to identify trends and uncover any systemic issues or opportunities for improvement at an individual village level.

Having the right systems in place to review complaints data alongside formal feedback in real-time is key and now is the time to ensure you are getting right.

Start measuring what matters

CarePage has developed an online suite of resident evaluation surveys and a complaints module, which are both designed to meet the specific requirements of the Code.

CarePage provides an intuitive system to help managers, c-suite and executives achieve real time transparency, providing clear line of sight in order to improve performance.

And with inbuilt analytics and dashboards, you can review complaints data alongside formal feedback in real-time to uncover potential issues and identify trends.

CarePage feedback tools have been co-designed with older adults in mind. Allowing Villages to ensure they have adequately sought feedback from residents at the critical touch points required of the Code of Conduct to ensure compliance:

“Does your organisation invite formal feedback from residents in the form of a survey?”

A critical focus to ensure Villages are Code Compliant starts by seeking formal feedback from residents across these touch points.

• Moving into the community
• Living in the community
• Leaving the community

CarePage has a survey question set ready to go for all three of these touch points.

In times of increasing compliance, competition and constantly evolving residents’ needs, being responsive and knowing how your prospective, current or past residents perceive your service is not only required from a regulatory perspective, but it also gives you an opportunity to understand if you are delivering on your brand’s promise.

Join a growing number of Retirement Village operators using CarePage to fully digitise their feedback and complaints systems.

Book a demo or email our team at: Hello@carepage.com.au

Get it right from the start.