Terms of Reference

1. Roles

• The role of the Patient Relations Committee is to ensure systems and procedures are in place to support the timely, effective and sensitive management of consumer feedback, and a consistent, co-ordinated approach across Eastern Health.
• The Committee will also make recommendations, instigate and assist with the preparation of relevant processes and systems, and function as a resource for all
  other aspects relating to Patient Relations.

• The Patient Relations Committee will report to the Eastern Health Clinical Council.
  (The Patient Relations Committee is a sub-committee of the Eastern Health Clinical
  Council)

• Provide regular reports and summaries as required, such as to the Eastern Health Clinical Council/campus or Program Quality Committees, and Community Advisory Committee on trends, data and outcomes, as requested.
• Review, and make recommendations on the reporting of consumer complaints, compliments and suggestions, including Key Result Areas/Key Performance Indicators.
• Contribute to the development and implementation of consumer feedback mechanisms, such as consumer participation activities, surveys and questionnaires.
• Contribute to the development of processes that enhance and facilitate consumer access to feedback processes at each Eastern Health site.
• Facilitate the implementation of “best practice” approaches related to patient relations issues, including consumer feedback.
• Respond to requests from the Clinical Council in relation to improving the management of consumer feedback and other patient relations issues.
• Provide a forum for peer support for the Committee members, and a forum for problem sharing and debriefing where appropriate.

• Eastern Health Manager, Clinical Governance (Chair)
• All Managers Patient Relations (and equivalent), Eastern Health
• Eastern Health Corporate Counsel (as required)
• The Committee will have the power to co-opt and seek outside guidance, but no co-opted person shall vote.
• The Eastern Health Clinical Council will nominate the Chairperson. A nominated Deputy will undertake this role in the absence of the Chairperson.
  

• The Committee will meet monthly, or more frequently as required. Frequency of meetings to be reviewed at twelve monthly intervals.
• Meeting papers will be distributed prior to the meetings. Minutes will be taken,
  dated, confirmed, distributed and authenticated.
• A majority of members will constitute a quorum (50% plus 1 of the membership)