The role of the Patient Representative
As the major provider of health care services in Melbourne's West, Western Health is committed to the delivery of high quality health care.
If you are a patient in any of our hospitals, or Hazeldean and you have any problems/ concerns during your stay, please tell the Nurse in Charge on the ward as soon as possible.
Most of the time they can help resolve any problems that you have. Please contact the Patient Representative if your problems are not resolved and you would like further help.
Patient Representatives are there to help you with any problems that you may have with the service we provide.
The Patient Representative will:
Respect your needs
Provide support for you and your family
Make sure your rights and those of your family are protected
Discuss all of your concerns in discreet and confidential manner
Help to resolve any complaint with the hospital service
Make sure the complaint is thoroughly investigated
Discuss your concerns with the appropriate staff members, and advise you and your family members of the outcome
Help you to get clear information about your medical condition, treatment and care plan
Arrange family meetings and, where necessary, mediate in order to resolve problems between staff and family members
Advise hospital management about improvements that could be made as a result of a complaint or patient feedback.
How to contact the Patient Representative
You can contact the patient representative by:
Any problem is usually best solved at the point of service in the hospital. However, if you are not satisfied with the response to your complaint or you wish to take your concerns further, please contact the Health Complaints Commissioner (HCC). The HCC provides a free and confidential service for anyone with a complaint about a health service provider in Victoria.
Health Complaints Commissioner
Phone: 1300 582 113
Visit: www.hcc.vic.gov.au
Send a letter: Level 26, 570 Bourke Street Melbourne VIC 3000
