What you think and how you feel...
Your thoughts and comments are welcome and valued; we want to know what you think and how you feel.
Orbost Regional Health value the Communities feedback and take each comment as an opportunity to review our services with the aim of continual improvement.
If you would like to print a Consumer Feedback Form click here or on the image to the right.
We have several methods for the community to provide feedback or comments.
If you have an issue or concern with the organisation, you can contact the Consumer Liaison Officer in person, by phone, or complete a Consumer Feedback Form (see above).
Complaints are recorded and distributed to the relevant manager for review and investigation. Consumers are sent a letter of acknowledgement of receipt and a further letter following the investigation with the outcome. There are several avenues for consumers to escalate a complaint and these are detailed in the brochure.
Compliments are welcomed by Orbost Regional Health to provide positive feedback to staff regarding the great work they do. Compliments can be provided via the Consumer Feedback Form, a letter, email or informally on our Conversations with the Community cards.
Conversations with the Community
Conversations with the Community is a model of community participation that captures and manages general information or “Comments that arise informally and spontaneously in the course of day-to-day community interaction, especially those around service delivery encounters”.
- Orbost Regional Health try to capture this information using a simple postcard feedback system that is: easily identified, anonymous, includes reply-paid postage
- It is easy to fill out and asks "Is there anything you would like to tell us?"
- The cards are widely available across the organisation
- Feedback can also be provided via email and internet access.
Management review the comments on a regular basis and may make policy, procedure or other changes in response to the comments. Sometimes the opportunity for providing communication and clarifying uncertainties arises.
To send us your feedback from our website, click below...
|Complaints||Conversations with the Community||Compliments|
Health Complaints Commissioner (HCC)
If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.
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.
Download a copy of the Code of Conduct: In brief (A4)
Download a copy of the Code of Conduct: Full text (A3)
Request 'Making a complaint' brochure (DL)
Request 'My health records, my rights' brochure (DL)