Consumer Information

Your feedback in the form of compliments, suggestions or complaints is highly valued and allows us to further improve our services to the community. 

Any concern about your care, or the care of a family member / friend should be discussed, in the first instance if possible, with the person in charge of the ward or department.

We have a system in place for your feedback to be taken seriously and acted upon. Your feedback is extremely valuable and assists us in continuing to improve your care. We will ensure that your feedback is documented on our database, and that it’s shared with the staff or service involved in your care.  Your feedback helps us to understand the patient perspective, and it supports our efforts to provide positive experiences every time. Compliments about the care you have received are welcomed, and staff are informed.

If you are unhappy with any aspect of your care, you may discuss this with the person or persons caring for you. You will not be treated differently if you make a complaint.

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 do not think that a satisfactory resolution has been reached or you would like to lodge a complaint in writing, complaints forms are available throughout our facilities, from staff members or you can write a letter to the Chief Executive Officer at:

Attn: CEO
Rochester and Elmore District Health Service
PO Box 202
Rochester VIC 3561

or by email to: [email protected]

or

Alternatively, you can lodge your feedback via Care Opinion Australia which is an online patient feedback system. For further information click here – www.careopinion.org.au

To provide your feedback please visit one of the following REDHS Care Opinion Feedback pages

Acute Care

Community Home Care

Where possible suggestions will be actioned and all feedback including complaints will be acknowledged and a response provided (within 30 days) or following further investigation.

REDHS Complaint Resolution Process

• Complaint is received
• Complaint is registered
• CEO or DCS  is notified
• Interim acknowledgement advice to complainant
• Complaint investigated
• Appropriate action is taken    
• Outcome is recorded 
• Complainant is advised of resolution

Hospital and Community Care Complaints

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 hcc.vic.gov.au or;
Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

Health Complaints Commissioner 
(Complaints and Information)
Toll Free: 1300 582 113 or write to:  
30th Floor, 570 Bourke Street
Melbourne. 3000 Victoria, Australia

NDIS Complaints

If you are dissatisfied with our service you can make a complaint about the quality or safety of services or supports.

​The NDIS Quality and Safeguards Commission (NDIS Commission) is an independent Commonwealth agency established to improve the quality and safety of NDIS supports and services.

The NDIS Commission can take complaints from anyone about:

• NDIS services or supports that were not provided in a safe and respectful way
• NDIS services and supports that were not delivered to an appropriate standard
• how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant.

You can make a complaint to the NDIS Commission by:

• ​phoning 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
• National Relay Service  and ask for 1800 035 544.
• completing a complaint contact form .

For information about making a complaint, visit the NDIS Commission website.

Aged Care Complaints

If you remain dissatisfied with our response, you may contact the Aged Care Complaints Commissioner. Their service is free, confidential and impartial. To lodge a complaint or feedback with the commission:
​
Fill out a complaint form online at: www.agedcarecomplaints.gov.au or

Phone: 1800 951 852  (free call)
9am to 5pm AEST Monday to Friday; or
​Email: [email protected]; or

Write: Aged Care Quality and Safety Commission
GPO Box 9819
Melbourne 3001