Please note that in the interest of workplace safety and wellbeing, we will not respond to threatening or abusive phone calls, emails or messages. Our staff have the right to work in an environment free from aggressive or violent behaviour. Abusive language including swearing, name-calling and threats directed at our staff will not be tolerated. We thank you for your cooperation.
We welcome and encourage patients and their families to give us feedback about their experiences. Your feedback is important to us and helps us know what we are doing well and where we need to improve. You can provide feedback in different ways.
Talk to a staff member or the manager of the area. If you are currently in hospital receiving care, this is the quickest and most effective way to have your feedback addressed.
Make a suggestion to improve care or make a complaint
Write to us
via email to [email protected] or call 1800-EASTERN (1800-327-837) Monday to Friday from 9am to 3pm (excluding Public Holidays). If the team is unavailable, please leave a message and they will get back to you.
Due to COVID-19, our Patient Relation Advisors are working remotely and are unable to directly take your call. Your feedback is very important to us. If you leave a name and phone number we will return your call as soon as possible. Please note, any returned calls will come from a private number. Alternatively, you can email or complete a feedback form and we will contact you as soon as possible.
Talk to a staff member or the manager of the area.
Leave a written message or card for staff
As a family member or carer, you may identify signs of clinical deterioration that others may not notice, because:
- the patient is well known to you and you know their usual characteristics, allowing subtle changes or signs of deterioration to be identified by you, potentially before being identified by the healthcare team
- you may be spending large amounts of time with the patient, which means you may notice a change in the patient when healthcare workers are not present
Eastern Health believes in partnering with patients, families and carers in the delivery of health care.
Use this process to get help when you are concerned about a patient in hospital who is getting worse, not doing as well as expected or not improving.
Step 1: Talk to any member of the healthcare team regarding your concerns
If you are not satisfied with the response…
Step 2: Talk to the nurse or midwife in charge of the shift
If you are still not satisfied with the response…
Step 3: Phone the Patient Care Hotline on 9975 6789 and explain your concerns. You will need to provide the patient’s name, location and your contact details. A senior clinician will review the patient and provide assistance.
This information is also available in the following languages:
The Patient Experience Survey is a series of questions about your experience as an Eastern Health patient/client. It should take less than 10 minutes to complete.
The information helps us to identify what we are doing well and where we need to improve. Your answers are anonymous.
Complaint Handling Standards 2020 have been developed to strengthen and improve complaint handling systems across the Victorian health sector. A copy of the standards are available on the HCC website.
- Request an interpreter and speak to your healthcare team about your feedback
- Call Language Services on (03) 9981 2736 to arrange to speak to the Patient Relations Advisors with an interpreter during business hours
You may write to us via letter or email in your preferred language and we will arrange for this to be translated at no charge to you. You may also submit feedback in your preferred language.