How do I make a complaint about my care or experience width Golden Years Oasis?

Golden Years Oasis strives to provide exceptional care and customer service. If you have a concern about the quality of your care and/or experience with Golden Years Oasis we welcome you to voice your complaint.

Once we have received your complaint, a member of Golden Years Oasis's Leadership team will:

Contact you to paraphrase the details of the complaint to ensure accurate understanding

Assess the severity of the complaint and determine if immediate actions are required while the investigation is underway to minimize any risk to the client or team member

Investigate any supporting evidence, such as chart notes, timestamps, collateral reports, etc.

If Golden Years Oasis team member is named in the complaint, the nature of the complaint and any supporting evidence will be provided to this member.

This team member will provide a verbal and/or written statement in response to the complaint and review their statement over the phone or in person with a member of Golden Years Oasis's leadership team

The Leadership team will identify and implement education, training and/or practice changes to prevent the recurrence of a similar complaint in the future

The Leadership team will follow up with the complainant regarding their satisfaction with the actions taken and resolution

The Leadership team will ensure all complaints will be well documented.