Eastern Health welcomes warts and all feedback

Monday, March 16, 2015

Patient Opinion Michael Greco and Alan Lilly 003Eastern Health patients and their families now have another avenue to provide feedback about their healthcare, with the organisation actively promoting the Patient Opinion website.

Chief Executive Alan Lilly said Eastern Health was serious about hearing what patients and their families and carers had to say.

“We shouldn’t be afraid of what our patients say, their stories are important to us” Mr Lilly said. “Eastern Health values the opinion of our patients, consumers and families and uses it to continuously improve our services.

“By partnering with Patient Opinion, we are effectively providing another mechanism for feedback, which complements our existing channels, including via the Eastern Health website, speaking directly to one of our patient relations advisors or writing to the Centre for Patient Experience.”

Based on a platform used across Britain’s National Health Service, Patient Opinion allows patients and their families to anonymously provide open and honest feedback about their healthcare experience, which can then be viewed by all visitors to the website.

In return, health services have the opportunity to address the patient or carer’s thoughts directly and use the feedback to improve their services. Eastern Health is the first Victorian health service to officially “sign up” to Patient Opinion.

Patient Opinion Australia CEO Associate Professor Michael Greco said what made the website different was that the feedback was sent directly to the health service for a response.

Patients want to see that their health service is listening,” Prof Greco said. “They are looking for a place where they will be heard, acknowledged and see that their comments have made a difference to how the health service will do things differently in the future.”

Quality, Planning and Innovation Director Jo Gatehouse said patient engagement was a priority for Eastern Health. “It is through engaging with our consumers that we can better understand and respond to the experiences of patients and carers and drive improvements that result in better care.”

To find out more about Patient Opinion, visit www.patientopinion.org.au


Photo: Patient Opinion Australia CEO Associate Professor Michael Greco (left) with Eastern Health Chief Executive Alan Lilly