Bayside Health - Alfred Hospital

50000The Alfred 18% and SDMH 35%Your FeedbackMakes a DifferenceCommitted to listeningto your hospital experiences,Greg Hann & Libby Apps(Patient Representatives)40000300002000010000Our aim0is for patients to feel they have received appropriate care in a2004 2005 2006 2007comfortable, supportive and Year safe environment. If patients or their familieshave any The concerns, Alfred they SDMHare actively encouraged to raise them in the firstinstance with the staff member in charge of the department.If the problem remains unresolved or the patient / family member isdissatisfied, the concern is referred to one of our Patient Representatives.The Patient Representative provides an independent point of contact forpatients requiring help with the progress of their complaint, as well asoffering education for hospital staff and managers on responding toconsumers Over 72% and of conflict patients resolution. are very satisfied with theirinvolvement in their treatment and careThe 100 number of complaints received has increased marginally over recentyears. This trend is seen as positive as it provides another avenue to identify90opportunities for improvement to our services.80Some examples of improvements made as a result of consumer feedback70this year include:60• Additional seating being installed in high traffic areas• 50 New protocols for patients fasting for surgery• 40 New flooring to reduce hazards• 30 Employment of two new case managers• Review of the process for patients who require Aged Care Assessment20• 10 Continuing education on correct procedures• On0going education for staff on the importance of good communicationCGMC SDMH The Alfredskills.ResultState AverageWe are also addressing concerns registered about waiting times, access anddelay in elective surgery, access to outpatient appointments, and the impactof noise disruption caused by major building works.If Bayside Health consumers remain dissatisfied with the outcome of theircomplaint, they are encouraged to contact the office of the Health ServicesCommissioner. This is an independent, impartial statutory authority designedto assist consumers in their dealings with all health services providers.To contact the Health Services Commissioner telephone: (03) 8601 5200.complaints70060050027% increase in Complaints across Bayside Health2004/052005/062006/074003002001000Alfred CGMC SDMHQuality of Care Report 2007 19