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Feedback

Why should I provide feedback?

We value feedback from patients, clients,carers, visitors and residents. As someone using our services you know first-hand about the areas that work smoothly and those that may be improved. That's why we appreciate your feedback.
We hope you are satisfied with the quality of care and services provided at Alpine Health. If not, please let us know because it will help us to better understand the needs of our patients, clients, carers, visitors and residents - and improve our service.

How can I provide feedback?

Your feedback may be a suggestion, compliment or complaint. You can provide this feedback in several ways:
Complete a Community Feedback form. These are available in your hospital or you can download it by clicking on the link above. Once you have completed this form, you can:
put it in one of our suggestion boxes, give it to a staff member looking after you or post it to Alpine Health C/- 30 O'Donnell Ave, Myrtleford, 3736.
Write to us or speak directly to the relevant manager or staff who have been looking after you.
Contact our Chief Exeutive Officer at Alpine Health, 30 O'Donnell Ave., Myrtleford  3736.
Your suggestions or complaints are kept confidential. We do not document them in your medical record.

If you are unhappy

There are times when patients, families and clients may not be happy with their care. It is your right to speak out about the services and care provided by Alpine Health. We will take your concerns very seriously. Making a complaint will not influence, in any way, the care or treatment you receive.

Our commitment to you

Complaints will be accepted from third parties acting in good faith on behalf of aggrieved persons.
Complainants may contact Alpine Health via any mode of communication in order to express their dissatisfaction with services they have received from Alpine Health. Contact can be made:
In person
By telephone
In writing
By fax
By email
Alpine Health will provide such assistance as complainants may require in order for them to lodge a complaint, including but not limited to advocacy services, interpreters and other agencies for provision with specific needs.
Feedback forms will be strategically located throughout each of Alpine Health’s facilities and included in the Alpine Heath Patient Information Booklet for people to provide suggestions, compliments, concerns and complaints in writing.
Complainants will be provided with an explanation of what happened, based on the known facts.
At the conclusion of an enquiry or investigation into a complaint, the complainant and relevant staff members will be provided with all established facts, causal factors contributing to the issue, any recommendations to improve the service and the reasons for these decisions.

 

Victorian Patient Satisfaction Monitor Information (VPSM)

The VPSM is a voluntary survey that lets the Victorian Government know about your recent visit to one of Victoria's public hospitals. Since 2000, when the VPSM was first introduced, patient feedback has been used to improve hospital care, including better communication between patients and hospital staff, written material and cleaner hospitals.

At the time of your admission, you will be given a VPSM Participant Information Sheet (which also include a Refusal to Participate Form). This form can be downloaded below. Participation is voluntary. You can withdraw your participation by filling out the Refusal to Participate Form and leaving it with hospital staff, or by telephoning the hospital within one week of discharge and advising them of your decision. If you receive a survey, you do not have to complete it or return it.

To download the information sheet and refusal letter click here

 

Tell us what you think

Do our services meet your expectations?

Do you have a suggestion on how we can improve our service?

Do you have an idea you'd like to share with us?

Then fill in the online suggestion form below.

All suggestions will be acknowledged and considered by Alpine Health.

 

Suggestion box online