Compliments, Complaints or Suggestions?
Your feedback is extremely valuable and assists us in continuing to improve your care. We welcome input from patients, residents, clients, family members and carers.
Your feedback helps us to understand the consumers’ perspective, and it supports our efforts to provide positive experiences for every person, every time.
We have multiple systems to receive your feedback, please see them below.
Email us
The simplest way to provide feedback is via email. In this way, you can leave compliments, complaints or suggestions about the care or services you have received. Submissions are welcomed and staff are informed when feedback has been left.
To provide feedback, please email us at feedback@chrh.org.au.
Care Opinion
Care opinion provides an opportunity to share specific feedback on your experience with a certain service.
To learn more, visit our Care Opinion page.
Online Surveys by Customer Feedback Systems
Another way to provide feedback, positive or negative, is to complete an online survey regarding your experience with a specific service. This survey takes 3-4 minutes to complete.
Once surveys are submitted, data is immediately available to managers of the service supporting timely responses to issues or sharing successes with staff.
Of all the options to provide feedback, this provides us with the best data to make meaningful change.
To learn more, or to complete a survey, please visit our Service Surveys 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, 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.
Consumers can make complaints about Aged Care directly to the Aged Care Quality & Safety Commission.
NDIS participants can make complaints directly to the NDIS Feedback and Complaints page on its website.
Victorian Healthcare Experience Survey
Advocacy
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.
Aged Care Whistleblower Disclosures
A Whistleblower Disclosure is a report you make if you think there has been a serious breach of the Aged Care Act or the Aged Care Standards, e.g. fraud, theft or abuse.
Under the new Aged Care Act, “whistleblowers” (the person making the disclosure) are protected so you can make a report without fear that you or your loved one will be punished or treated unfairly. Disclosures can be made by residents, clients, family, friends and CHRH staff.
For more information, please read the below document.
CHRH Aged Care Whistleblower Disclosures