Consumer Feedback is very important to us.

Compliments or suggestions

Everyone is pleased to receive compliments from patients or clients and their families. Do not hesitate to let staff know when you think they are deserving of praise. Suggestions and ways to improve a service are always welcome. Some patients will send letters suggesting ways to improve what we do, and others will tell the staff while they are in the ward or department. We value the contribution of patients and their families.

Complaints and concerns

Occasionally care, treatment or facilities fall short of the expectations of patients and their families. We take all complaints or comments seriously and will take action where appropriate to improve. We welcome feedback from patients, families and visitors to our organisation. Staff are very pleased to receive compliments and hear praise, but we also need to know if you have any concerns at all about any of our services.

This page will help guide you through actions you can take to try to resolve your problem.

First steps:

Please ask to speak to the person in charge of the ward or department and they will try to resolve your complaint immediately.

Confidentiality

Timboon and District Healthcare Service is committed to ensuring your information remains confidential.  Complaints are stored securely and are never filed in a patient’s medical record.

How to make a complaint:

  • Anyone can make a complaint – we accept feedback from anyone who has used our service, as well as from people not directly involved such as visitors, community care workers or professional groups.
  • You can also make a complaint on behalf of someone else who has used the service, but as a courtesy you should seek and obtain consent before doing so. You can make a complaint anonymously if you wish. It is more difficult to provide you with feedback this way but it should not deter any one who wishes to make a complaint.

Timboon and District Healthcare Service complaints procedure:

  • Stage 1 – acknowledging your complaint

The staff member who receives your complaint will be able to provide you with full information about our complaints process.  Please be assured that all feedback is appreciated and will be referred to the appropriate manager for prompt attention and response.

  • Stage 2 – investigating your complaint

The Complaints Liaison Officer will work with staff involved directly in your care to investigate your complaint. This may involve referral to another manager and review of your medical record.

  • Stage 3 – responding to your complaint

We will always provide you with a response.  We aim to do so within 35 days, however will keep you updated if there is any delay.

  • Stage 4 – 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 9:00am and 5:00pm, Monday to Friday to discuss your complaint.