Eastern Health

Management of Patient Compliments system – acknowledgement and reporting on compliments received.
To liaise directly with Department Managers in order to co-ordinate the investigation and response of complaints.
To proactively guide quality improvement with clinical and administrative staff within the patient complaints process.
To be responsible for administering the Patient Valuables Policy and the assessment of its effectiveness in ensuring the safe-keeping of patients' valuables.
Annual review and disposal of unclaimed valuables.
To provide regular reports to the following Eastern Health Committees:
- Quality & Risk Management
To provide monthly reports on action taken and current status of complaints to the following Angliss Committees:
- Practice & Review
- Clinical Review
- Quality & Risk Management.
To maintain a database of complaints, providing summary reports to the Health Services Commissioner on a Quarterly basis.
To provide information and education on the complaints process and issues to Hospital staff through Orientation and Department meetings.
To be a member of the Victorian Health Services Liaison Association and to work actively as a member of the Eastern Health Patient Relations Committee, to continuously improve the complaints management process.
To work within the guidelines of relevant Legislation – e.g. Privacy, Health Records, etc.