| DGCHS welcomes suggestions from consumers, their carers and staff about the quality and safety of care that is provided.
DGCHS is committed to an effective and fair complaints system and supports a culture of openness and willingness to learn from incidents, including complaints.Without your feedback, interest and participation in our work we could not deliver quality healthcare. Client feedback is important to us. It helps us identify ways in which we can improve our services
Clients and their families are encouraged to provide suggestions, compliments, concerns and complaints and there are a range of ways this can occur.
| (A) |
Clients and/or their families are encouraged to discuss any concerns (informal complaints) about the organisation with a DGCHS staff member. If it is needed or requested they may be referred to a Line Manager
and / or |
| (B) |
Clients can complete the Client Feedback form. This form is accessible below or can by provided by a staff member at the reception area (in a range of languages) at all DGCHS sites.
English
and / or |
| (C) |
Clients can contact the Quality Manager. The role of the Quality Manager is to be accessible to all clients, their families and carers and ensure that their concerns are appropriately addressed and resolved.
The Quality Manager is based at 7 Chester St Moonee Ponds.
Telephone (03) 9377 7158 |
The Quality Manager will:
- Listen to the client.
- Provide information
- Assist in taking the complaint to the appropriate service provider
- Linking the client in with other contacts if required.
We seek your opinions, idea, suggestions and complaints.
We are working towards a better complaints/feedback management system so that as an organization we are responsive and receptive to your suggestions for improvements with an emphasis on resolving the problem.
If you are not satisfied with action taken by the Service on your complaint, you can refer the matter to the Health Services Commissioner (free call) 1800 136 066 or 8601 5200 and/or to the Ombudsman. | 
