How your feedback helps

What is feedback?

Feedback can be a complaint, a compliment or a suggestion. All feedback is important because it helps us make improvements to our care and services.

If you provide feedback, we will:

• listen to you
• ensure your feedback reaches the person or area you are referring to
• respond, if you would like us to do so.

There is no time limit for you to provide feedback. You can also choose to remain anonymous.

About the feedback team

Mercy Health employs feedback officers (Monday – Friday) to make sure your issues or concerns are handled appropriately.

Their role is to:

• work with patients/residents/clients/families and staff as required
• help address any concerns you may have
• ensure that your complaint is thoroughly investigated
• help you obtain clear information about your or your loved one’s medical condition, treatment and care plan
• advise management about improvements that could be made as a result of your concerns.

What to expect when you raise a complaint

Every complaint we receive goes through three stages of review: receiving the complaint, assessing the complaint and resolving the complaint.

RECEIVE:

• We will acknowledge receipt of your complaint (our target is two business days)
• We will record your complaint
• We will resolve the issue immediately if possible

ASSESS:

• We will consider any risks related to your complaint and escalate if required
• We will gather information
• We will investigate and identify improvements

RESOLVE:

• We will respond to your complaint (our target is 35 days)
• We will implement actions and improvements
• We will record the outcome of your complaint

Your rights

Mercy Health will keep your personal information (and that of the patient/resident/client) private and confidential, except in rare circumstances when an individual’s safety is at risk.

You will be:

• informed about the process
• treated with dignity and respect regardless of your background
• informed about your review rights
• connected with relevant support services, if needed.

We will gather information to understand the issues and the outcome you are seeking.

You can help us by:

• giving as much information about your complaint as early as possible
• clearly explaining what you hope to achieve by raising your concern.

A senior leader will undertake an investigation into the concerns you raised, which may include:

• interviewing staff
• reviewing the care history
• review any other information that is necessary and relevant to your complaint
• contacting the patient/resident/client to obtain consent (when required).

Resolution options

After we have investigated your complaint, we will work with you to resolve the issues and provide you with an outcome. This may include:

• a discussion between yourself and a local manager via phone
• a meeting for yourself and relevant senior leaders
• a letter summarising our investigation and outcome.

Complaints can usually be resolved within Mercy Health. However, if you are not satisfied with our response or you wish to take your concerns further, you are entitled to do so. Find out who to contact.