Your feedback is important to us and we want to hear from you.
The LSA has developed a new Feedback and Incident Review (FAIR) Framework to guide how we manage and review feedback, incidents, complaints, disputes and reviews.
The FAIR Framework outlines a systematic and transparent approach to managing and reviewing these adverse events, and aims to ensure the safety and wellbeing of LSS participants, LSA staff, and contracted service providers.
The Framework supports our commitment to continuous improvement and appropriate risk mitigation through a consistent management approach. This approach allows the LSA to identify individual and systemic issues, as well as instances where we can improve both internal and contracted service delivery.
In connection with Lifetime Support Scheme (LSS) funded treatment, care and support, the FAIR Framework covers:
- Incidents relating to LSS participants, LSA staff, contracted service providers, and/or the reputation of the LSA
- Feedback and complaints directed to or about the LSA or contracted service providers, about products, services, employee conduct, or handling of complaints;
- Disputes between the participant/injured person and/or the insurer/nominal defendant, and the LSA; and covers
- The operational response to feedback, incidents, complaints, disputes and reviews.
The Framework supports the effective and consistent reporting, response, management, monitoring and review of events that affect LSS participants, LSA staff and service providers.
A fast and easy process for providing feedback, making a complaint or reporting an incident can be located on the LSA website. If you have any concerns regarding your treatment, care and support, please liaise with your Service Planner.