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 Complaints & Compliments Form click here or on the image to the right.

We have several methods for the community to provide feedback or comments.

Complaint

This is a formalised process when a consumer has an issue or concern with the organisation. Consumers can contact the Complaints Officer or complete a Complaint form, available on the website. The complaint is 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.

Compliment

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 Complaints/Compliments form or via letter. These are a formalised compliment and recorded as such.

Conversations with the Community

Conversations with the Community is a model of community participation that captures and manages general information or “Comments that arises 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 the following methods (links on the website):

• a simple postcard feedback system that is

 easily identified

 anonymous

 reply-paid

 simple – ‘Is there anything you would like to tell us?”

 widely available

• an 1800 number

• 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 Complaint or Compliment from our website click below...