All patients are given a Satisfaction Survey to complete on their discharge from Hospital. These surveys are returned to the Quality Manager, who follows up any complaints or issues that have arisen and acts to put in place plans to improve any areas of dissatisfaction with the service provided.
Download Patient/Consumer Feedback form [WORD doc 106kb]
Victorian Patient Satisfaction Survey
Each year the Department of Human Services conducts state wide patient satisfaction surveys to gain feedback on the quality of care in Victorian public hospitals. Results of this survey continue to show a high level of patient satisfaction with the service provided at Western District Health Service.
Compliments about the service at WDHS are also often received as a result of the Satisfaction Surveys. Here are some examples of compliments we have received:
“Excellent program. Most helpful and informative!
Well run by very helpful staff….”
“First class staff and facilities. Very satisfied”
WDHS is very appreciative of the many compliments it receives across all service areas, as they demonstrate the degree to which we are achieving patient satisfaction.
Complaints / Suggestions
Whilst Western District Health Services strives to provide the highest possible standard of care and service, there are occasions when expectations are not met. The staff at WDHS view each complaint or suggestion seriously and consideration is always given to how or what changes should be introduced to deal with any issues that may arise. Changes that have been implemented as a result of complaints or suggestions include improved communication processes, relocation of Chemotherapy services, introduction of new programs and staff education.
What do you do if you have a complaint?
If you are not happy about the care of service at any WDHS facility, you have several options:
- You may speak directly to the person involved, whereby the matter could be immediately addressed
- You may ask to speak to the person in charge, for example the Unit Manager
- You may complete a feedback form and send it to the Quality Manager
- You may phone and ask to speak to the Quality Manager
- You may write a letter to the Chief Executive:
Western District Health Service
PO Box 283
Hamilton VIC 3300
If you are not happy with the outcome of your complaint or you wish to take your concerns further, please 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 or
Write to the Office of the Health Complaints Commissioner
Level 26, 570 Bourke Street
Melbourne VIC 3000
In some instances you may need to access someone who can act on your behalf to ensure your rights are protected. This is what we call an advocate. Anyone has the right to use an advocate if they wish. There are also specific contacts for patients with disabilities and clients in residential care services. Anyone wishing to access an advocate may contact the Office of the Public Advocate on Free Call 1800 136 829.