Complaints & Compliments

Timboon & District Healthcare Service is committed to safety and quality care whilst you are in our organisation. It is a very important part of our commitment to excellence.

Compliments or suggestions

Everyone is pleased to receive compliments from patients / 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 whilst 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.
  • If you are uncomfortable doing this, ask to speak to the Complaints Liaison Officer.
  • The Complaints Liaison Officer can see you whilst you are in hospital as a patient or arrange an appointment after you leave the hospital.

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, to do so.
  • You can register your complaint in writing by using the form provided at various locations around our Healthcare Service.
  • You can write a letter addressed to the Complaints Liaison Officer / Chief Executive Officer at Timboon & District Healthcare Service or you can simply telephone the Complaints Liaison Officer on 55586000 or you can email timboon@swarh.vic.gov.au
  • Each formal complaint is investigated separately and you are informed of the progress of your complaint.

Timboon & District Healthcare Service Complaints Procedure:

  • Step 1 - Acknowledging your complaint We aim to acknowledge formal complaints within 2 working days. You will receive a letter from Timboon & District Healthcare Service stating that your complaint has been received and what will happen next.
  • 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 aim to provide a full written response to your complaint within 30 working days. If we are unable to complete our investigation for some reason, we will let you know about the delay and the reason.

    If you do not feel that your complaint has been fully dealt with, you can take your complaint to the Health Services Commissioner:

    Health Services Commissioner
    Complaints and Information
    Telephone: (03) 8601 5200
    Toll Free: 1800 136 066
    Fax No.: (03) 8601 5219
    TTY No. 1300 550 275
    E-mail: hsc@dhs.vic.gov.au

    or write to:

    Health Services Commissioner
    30th Floor, 570 Bourke Street, Melbourne. 3000 Victoria, Australia

    The Health Services Commissioner also has a website which has a lot of information relating to health services complaints systems. The address is: health.vic.gov.au/hsc

    Confidentiality

    During the investigation of your complaint and you are a patient, information from your medical record may be needed by the investigating officer and occasionally another manager in order to fully investigate the complaint. Only information relevant to the complaint will be disclosed.