Low Res MH Quality Account 2018 FINAL
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34 Monash Health<br />
<strong>Quality</strong> and safety<br />
Compliments and complaints<br />
Monash Health is genuinely<br />
interested in what our<br />
patients, families and carers<br />
have to say and we want our<br />
patients and consumers to<br />
see that we are acting on<br />
what we hear.<br />
To be able to provide the best care,<br />
we must be able to see it from the<br />
perspective of our patients, families<br />
and carers. We provide a range<br />
of avenues for consumers to give<br />
feedback and share their thoughts on<br />
new or improved ways in which we can<br />
provide excellent care.<br />
Patients and consumers can provide<br />
formal feedback in a number of ways<br />
depending on their preferred method:<br />
a phone call, face-to-face, through our<br />
website or in writing.<br />
It is important to Monash Health to<br />
celebrate when we do well and to take<br />
action when we don’t do so well.<br />
Examples of where we provided<br />
excellent service<br />
“ To all the nursing staff,<br />
thank you so much for<br />
taking care of me. After<br />
moving from ICU to you,<br />
the attention to detail, the<br />
warmth, the kindness and<br />
love you have all shown me<br />
and my whole family will<br />
never be forgotten.”<br />
“ Good services, friendly<br />
staff, great play area for<br />
toddlers and good facilities<br />
for the parents.”<br />
“ We would like to thank the<br />
food services staff member<br />
for her outstanding care<br />
and support, not just to<br />
patients but also to us the<br />
parents. Thank you.”
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