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

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.

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.

You can fill in the 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:

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

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 & Human Services 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.