Feedback | Alpine Health
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Give Feedback

Alpine Health ensures that the organisation works in partnership with consumers and the community in health service policy and planning, care and treatment, decision making and service delivery. Your feedback is an important part of the review process.

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. Your feedback will help us to better understand the needs of our patients, clients, carers, visitors and residents and will help us to improve our service.

Feedback is routinely requested from all areas of our health service including but not limited to Acute, Community Home Support, Home Care Packages, and Residential Aged Care.

How do I provide feedback?

If you need an interpreter when providing feedback to Alpine Health please contact the Health Service Manager at each of our sites or the Partnering with Consumers Officer on 03 5751 9381 to arrange.

Your feedback may be a suggestion, compliment or complaint. You can contact us:

Online form

In person

►Discuss your feedback with the staff looking after you, the Health Services Manager at your site or ask to speak with the manager of the program.

By phone

►Health Service Manager - Myrtleford - (03) 5751 9343

►Health Service Manager - Bright -  (03) 5755 0101

►Health Service Manager - Mount Beauty - (03) 5754 3500

►Partnering with Consumers Officer - (03) 5751 9381

In writing

►Download the Feedback Form or write us a letter and post it back or drop in the suggestion boxes.

Feedback forms are strategically located throughout each of Alpine Health’s facilities and included in the Alpine Heath Patient Information Booklet for people to provide suggestions, compliments, and complaints in writing.

Making a complaint

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.

  • 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. 
  • 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.
  • 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.

If you are unhappy with our response

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.

If you remain unhappy with our response to your complaint, you may contact the Health Complaints Commissioner. The Health Complaints Commissioner 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 Health Complaints Commissioner:

  • 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.
  • Post your written feedback to the Health Complaints Commissioner Level 26, 570 Bourke Street Melbourne VIC 3000 

 

Victorian Healthcare Experience Survey

Following a stay in one of our hospitals, you may be randomly asked to complete a state-wide Victorian Healthcare Experience Survey (VHES) either online or on paper. 

The anonymous survey collects data from a range of healthcare users of Victorian public health services. We encourage you to give feedback to help with improving the safety and quality of care in health services.

View the latest VHES report for Alpine Health.

 

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