The aged-care sector is one of the more interesting fields of practice for conflict management specialists such as myself. This is for a number of reasons, including the breadth of statutory regulation, the dynamics in the cases one encounters, the growth of the field, and not least its highly politicized nature. This article examines several recent controversies in aged care in Victoria and looks at some of the projected changes which, as a consequence, will be made to the Aged Care Act 1997 (Cth) (ACA). Finally I look at three particular aspects of dealing with complainants and conflicts successfully.
"Managing conflict and complaints in the aged care sector: some ideas from practice,"
ADR Bulletin: Vol. 9
, Article 3.
Available at: http://epublications.bond.edu.au/adr/vol9/iss7/3