Patient and Family Liaison Service
There is a Liaison service at each hospital site to support you with providing feedback, both positive and negative.
You can reach them by phone, email, visit them in person or complete a form online.
Your thoughts and experiences matter.
Consumer feedback enables health services to understand your experience of the healthcare provided by hospitals and services within the South Metropolitan Health Service (SMHS). This feedback may be in the form of a complaint, compliment or concern.
Using consumer feedback helps us to deliver safe, person-centred care. It provides information on your positive and negative experiences, as well as outcomes of health care that we may not be aware of, such as access to services following discharge.
The SMHS Consumer Feedback Working Group have been leading a project to ensure that;
- consumers have flexible and equal access to provide feedback and
- that we use your feedback to drive improvement in the safety and quality of healthcare that we provide.
At the start of the project, we asked consumers what feedback options they were aware of.
The feedback options that were well known were:
Did you know?
There are many different opportunities for patients, family and community to provide feedback to our hospitals.
Some other options for providing feedback are listed below
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Visit our website for contact details
Care Opinion
Visit Care OpinionYou can share your experience publicly and anonymously online via Care Opinion.
MySay survey
Our hospitals use the state-wide My Say healthcare survey to measure our experience of the care and treatment you receive.
If you were recently a patient, you may receive an SMS inviting you to participate in the survey.
All survey responses are stored and reported anonymously.
Aboriginal Health Liaison Officer
Find out more about this serviceSpeak to a staff member to connect with an Aboriginal Health Liaison Officer at your site.
What are we doing to improve Consumer Feedback?
We are developing resources to inform consumers and carers of the different ways they can provide feedback. These resources will be displayed across our hospital sites.
We have developed an eLearning for staff across South Metropolitan Health Service to understand the importance of consumer feedback and management of complaints.
We are exploring options for an audit tool we can use to ensure we are responding to your feedback effectively.
We are developing reporting dashboards that collect feedback across all services and from all feedback mechanisms.
This allows us to identify common themes and issues that need addressing.
The importance of consumer feedback is encouraged across the organisation.
Consumer feedback is discussed each month at several committees across the organisation.
