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Feedback

Compliments, Complaints or Suggestions?

Feedback helps us to respond and do better. We welcome input from patients, residents, clients, family members and carers.

We have a system in place for your feedback to be taken seriously and acted upon. Your feedback is extremely valuable and assists us in continuing to improve your care. We will ensure that your feedback is documented on our database, and that it’s shared with the staff or service involved in your care. Your feedback helps us to understand the patient perspective, and it supports our efforts to provide positive experiences every time.

Compliments

Compliments about the care you have received are welcomed, and staff are informed. To provide direct feedback, please use our online Feedback Form

Care Opinion is another way to provide feedback.  This independent site allows our clients, patients and carers the opportunity to tell us about their experience with our services.  To learn more, visit our Care Opinion page.

Complaints

If you are unhappy with any aspect of your care, you may discuss this with the person or persons caring for you. You will not be discriminated against or victimised if you make a complaint. Any concern about your care should be discussed, in the first instance (if possible) with the person in charge of the ward or department.

If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.

To provide feedback, you can fill in our online Feedback Form or contact us via:

Complaints Officer
Central Highlands Rural Health
PO Box 465
Daylesford 3460
Phone: (03) 5321 6567
Email: feedback@chrh.org.au

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.

To lodge a complaint with the HCC, you can fill out a complaint form online at www.hcc.vic.gov.au or phone 1300 582 113 between 9am and 5pm, Monday to Friday, to discuss your complaint.

In addition to CHRH, consumers can make complaints about Aged Care to the Aged Care Quality & Safety Commission

Victorian Healthcare Experience Survey

The Victorian Healthcare Experience Survey (VHES) collects data from a range of healthcare users of Victorian public health services. The survey is conducted on behalf of the Department of Health by Ipsos, an independent contractor.
Each month, a random selection of healthcare users are invited to complete a questionnaire. Survey participation is by invitation only. 
 
To find our more, visit the Victorian Healthcare Experience Survey.
 

Advocacy

An advocate is someone who helps you to speak up or can speak on your behalf if you want them to. There are a number of organisations who can help you if you need help or support to raise an issue.
 
Office of the Public Advocate

Level 1, 204 Lygon Street
Carlton, Victoria 3053
Phone: 1300 309 337
Email: opa_advice@justice.vic.gov.au

For more information, visit the Office of the Public Advocate. 

Elder Rights Advocacy
Suite 4, Level 8, 167 Queen St 
Melbourne Vic 3000
Phone: (03) 9602 3066 or 1800 700 600
Email: era@era.asn.au

For more information, visit the Elder Rights Advocacy. 

Regional Information and Advocacy Council
Phone: (03) 5222 5499 
Email: referrals@riac.org.au 

For more information, visit RIAC. 

To provide direct feedback, please use our online Feedback Form

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