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.
Please ask to speak to the person in charge of the ward or department and they will try to resolve your complaint immediately.
Alexandra District Health 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 anyone who wishes to make a complaint.
Feedback and Complaints Form
Alexandra District Health 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 Executive or Department Manager 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 30 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 hcc.vic.gov.au or phone 1300 582 113 between 9:00 am and 5:00 pm, Monday to Friday to discuss your complaint.