Consumer and Community Engagement
We welcome feedback from our consumers, families and visitors. While everyone is pleased to hear compliments and praise, we also want to know if you have concerns about any of our services.
Despite our internal checks and balances, occasionally we are unaware that a process or service is not working efficiently, and this may only be recognised by our consumers. We rely on you to tell us when things go wrong as this will help us correct any shortcomings with our services.
Because we value your feedback we try to promote a 'complaint friendly' philosophy among our staff.
Who can provide feedback?
We accept feedback from anyone who has used our services, as well as from people not directly involved, such as visitors, community care workers or professional groups. Regardless of your connection with the Hospital, or with our consumers, we value your constructive feedback.
You are welcome to provide feedback on behalf of a consumer if they are hesitant or feel unable to do so for themselves for any reason. As a courtesy we ask you to obtain their consent.
We are extremely committed to privacy and confidentiality, so we may need to seek consent from the patient or their parent(s) before being able to respond to you.
You are welcome to provide feedback anonymously, however we may not be able to investigate your concerns fully if we are not able to discuss them with you.
How can I provide feedback?
To ensure the fastest and most direct response we invite you to contact the unit, department or ward concerned. They are in the best position to provide up to date information concerning processes, waiting times or reasons for particular decisions. In Units and Divisions there will be letterboxes or ballet boxes where you can fill in a quick 2 minute survey about your experience on the day or during your stay. These letterboxes are also a space to write to the Manager or Unit Head of a Ward or Service. These letterboxes and ballet boxes will be available 24 hours a day, 7 days a week, 365 days a year.
What are some of the ways I can provide feedback on my experience?
The Network ensures that it provides different ways to hear your feedback, and that is why it has committed to providing the following novel but important mechanisms to provide feedback, including:
All feedback gathered will be stored confidentially and will be reviewed quarterly by a consumer citizen jury to design recommendations for improvements.
Please note: All feedback is gathered on a voluntary basis, and opting in or out will not affect the quality of care provided.
Customer Service Recognition
If you are interested in acknowledging outstanding service from a staff member, please go to the following page:
Formal consumer complaints
If you would like to make a formal complaint, please go to the following page:
last modified: 20 Apr 2016