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A person-centred approach encourages an exploration of what is working and not working for the person. Too often complaint resolution approaches focus exclusively on what is not working, rather than also seeking to identify what is working. What the provider is doing well from the person’s perspective can provide important insights into what they may need to do more of to address the complaint.
When receiving a complaint it can be useful to consider what is working and not working for the person with disability, the family and the service provider.
When reviewing your approach to complaints it can be useful to see what themes emerge from person centred plans and go through the following steps:
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