The images of banking and insurance executives facing the Royal Commissioner is sobering.
What preparations can an operator take ahead of ‘that call’?
Hynes Legal has prepared an advice sheet. You can download it HERE.
Included is the following:
…we suggest providers consider the following preparatory steps:
- Review all Complaints Commissioner matters including all resolved and any unresolved matters. For unresolved matters, consider what responses can be provided.
- Review any historical or current issues with families, be they of an existing or previous resident, regardless if any complaints were made or not.
- Identify any significant complaints which may be unresolved or were not resolved to the satisfaction of the complainants.
- Review and consider your strengths and weaknesses in relation to any regulatory/ compliance policies, procedures, systems and processes (i.e. conduct a gap analysis).
- Collate and store in a central and easily identifiable and accessible location the following:
- information relating to complaints made by all stakeholders within at least the last 12 months.
- information relating to significant clinical incidents.
- information relating to reportable assaults.
- information relating to any regulatory and compliance issues within the past 12-24 months.
- documents subject to legal professional privilege.
