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 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.
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:
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