Feedback

GVI welcomes feedback from all residents, their families, representatives, members of the workforce, and other key stakeholders and takes all complaints or concerns that may be raised seriously.

Feedback

GVI actively encourages and seeks feedback from all stakeholders. This includes residents, their families and visitors, supporters and carers, workers (including contractors and volunteers) and health professionals.

Feedback enables the facility to:

  • improve the quality of care and services provided to residents

  • gain insights into the needs and wants of residents and their families, supporters and carers

  • address minor issues before they become complaints

  • build positive relationships with residents, and their families, supporters and carers.

Feedback can be provided by:

  • completing our paper-based feedback form available in Reception and the dining area

  • confidential suggestion boxes are located near the forms

  • speaking with staff directly

  • contacting the Clinical Nurse Manager or GM in person or in writing

  • responding to questionnaires and surveys

  • attending meetings and care conferences

All compliments, comments and complaints (no matter how they are received) are recorded and analysed to ensure we are continuously improving our care and services. Feedback and complaints received may be indicators of other incidents that may have occurred, such as those related to resident care or services. Where feedback and complaints identify areas for improvement, an Action Plan will be created.

All complaints are managed through our Complaints Handling Program, which takes into account our Open Disclosure obligations.

You may also file a complaint with the Aged Care Quality and Safety Commission, which provides a free service for anyone to raise a concern or make a complaint about the quality of care or services provided to people receiving Australian Government-funded aged care. A complaint can be submitted via their website:

Alternatively, you may contact an independent aged care advocate such as Advocare. Their contact details can be found here:

GVI will not victimise or discriminate against anyone for making a complaint or giving feedback to us or the Complaints Commissioner.