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Oakden aged care scandal part 3 - “Boss on the floor” … or, how bad things stayed secret

The Westminster Tradition

CHAPTER

Navigating Complaints in Aged Care

This chapter explores the challenges of managing complaints within aged care and healthcare environments, focusing on a case where a customer liaison officer struggled against a toxic culture. It emphasizes the need for psychological safety, accountability, and transparency to improve complaint processes and advocate for vulnerable populations.

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