The Aged Care Complaints Scheme has added information on aged care providers apologising to care recipients or family members for mistakes made.
In my personal experience I have not received an apology from an aged care provider ever! Also if a provider provides an apology and then does not ensure that the matter is dealt with appropriately or make improvements then that is not an acceptable apology. If an apology is made with excuses added to it that is not an acceptable apology also. I really do hope that providers are educated in this and it may even be difficult to achieve.
Professor Tracey McDonald who has experience in nursing, health services, education and management shares her insights about providers
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“Our ‘Better Practice Guide to Complaint Handling in Aged Care Services’ talks about ‘apologies’, the benefits apology can have in complaints handling and positively enhancing the relationship between a service provider, the care recipient and their representatives.”