How did we do? Let us know
We all love to share our experiences of services and businesses with family, friends and sometimes strangers.
There’s value however in sharing those experiences, good and bad, with the business or service in question - and it is no different for health services like ours.
We're keen to know when we get it right and when our care or service could have been better. Your feedback will help us improve.
Tell us what you think
Click here to fill in an online feedback form. You can choose to have our Consumer Liaison Coordinator send you an email or give you a call.
Share a compliment
Our staff love to get them! If you've had a great experience, let us know we're on the right track. We'll share your compliment with our staff.
Making a complaint
Something not quite right? Let us know so we can learn from your experience. Here are a few tips:
- Speak with someone from your treating team straight away. We encourage you to discuss your concerns directly with the person involved.
- You could also speak with the treating staff member or Nurse Unit Manager who is in charge of your ward. They may be able to help resolve your concern quickly.
If you feel your issue is still unresolved, contact our Consumer Liaison Coordinator by filling in the online feedback form.
- Outline your concerns and if you can, provide us with times and dates and any other details you think are important.
- Let us know what you are seeking as a result of your feedback. For example, would you like further investigation of an issue?
- Consider using dot points to relay your feedback. You may find they help you to outline your issue step by step. If it's clear, our Consumer Liaison Coordinator will be able to understand and respond to your concerns quickly.
- Be nice - we understand a poor experience may leave you upset or frustrated. Please don't threaten or abuse our staff verbally or in your feedback. We genuinely want to resolve your issue.
What happens with my feedback?
If your feedback requires further investigation or you are seeking information, the Consumer Liaison Coordinator will follow it up with the staff member or department involved in your care.
General feedback about our facilities, cleanliness and food are also shared with the relevant teams and our Executive management.
What if I am not satisfied with the outcome?
If you still feel your concerns have not been addressed, you may want to address the following organisations for advice and support:
- Health Complaints Commissioner (HCC) The HCC assists to resolve complaints about healthcare service providers, which is free and impartial. hcc.vic.gov.au or phone 1300 582 113.
- Mental Health Complaints Commissioner (MHCC) The MHCC was created under the Mental Health Act 2014 to assist in resolving complaints, safeguard rights and recommend improvements to healthcare service providers. https://www.mhcc.vic.gov.au/
- Safer Care Victoria (SCV) Safer Care Victoria works with consumers and healthcare providers to improve quality and safety in healthcare. https://www.bettersafercare.vic.gov.au/about/about-safer-care-victoria
- Aged Care Quality and Safety Commission (ACQSC) ACQSC assesses and monitors the quality of care and services against the Aged Care Quality Standards. https://www.agedcarequality.gov.au/
- NDIS Quality and Safeguards Commission (NDIS QSC) NDIS QSC is an independent agency working to improve quality and safety in NDIS supports and services. https://www.ndiscommission.gov.au/
- The Disability Services Commissioner (DSC) DSC is an independent oversight body resolving complaints and promoting the right of people with a disability to be free from abuse. https://www.odsc.vic.gov.au/