Women's and Children's Hospital, Adelaide
Consumer and Community Engagement - Patient and Consumer Feedback

Consumer and Community Engagement

Consumer Feedback

We welcome feedback from our consumers, families and visitors. While everyone is pleased to hear compliments and praise, we also want to know if you have concerns about any of our services. Because we value your feedback, we promote a culture of openness to receiving your feedback. We capture feedback two ways, by asking about your experience of care against the person and family centred care charter and formally. For further information:

  • Check out our video
  • Scroll below

 

Consumer Feedback on Experience

Formal Consumer Feedback

What

There are multiple ways for you and your family to tell the organisation how satisfied you were with your healthcare experience. All feedback gathered is considered to improve the way we care for our patients. Your experience encompasses the full range of interactions you may have with our staff, services and facilities.

What

We recognise that some people find it difficult complaining to the area they wish to complain about. We also know you and your family may have visited many different areas. This is your way of giving formal feedback to us.

Why

Your feedback ensures that our organisation constantly improves the way we work with our families. After all, healthcare is too important to stay the same.

Why

Formal feedback will lead to quality improvements.

How

We offer many different ways to hear about your experience (check out the full list and descriptions below).

How

We follow a statewide process for managing consumer feedback and complaints.
Link iconSee it here.
You are welcome to provide feedback anonymously, however we may not be able to investigate your concerns fully if we are not able to discuss them with you.

Where does the feedback go?

Your feedback may be written on paper or entered electronically, but all of it is captured in one central space. Staff champions and management can access this data at any time but every three months a report is produced for the organisation to review and prioritize quality improvements.

Where does the feedback go?

Your feedback is shared only with those that can help resolve and respond issues you have identified.

How do I know what happened?

All quality improvements are reported on in the monthly
WCH page link iconconsumer newsletters, in annual reports accessible
WCH page link icononline and outcome posters are displayed on notice boards in wards and services.

How do I know what happened?

You will be kept informed through the entire process and you can decide on how we talk with you and your family.

Links

To share your experience and even offer your thoughts on a service improvement,
click Link iconhere.

Links

Find out how you can provide formal feedback and complaints by clicking WCH page link iconhere.

We are extremely committed to WCH page link iconprivacy and confidentiality, so we may need to seek consent from the patient or their parent(s) before being able to respond to you.

What are some of the ways I can provide feedback on my experience?

The Network ensures that it provides different ways to hear your feedback, and that is why it has committed to providing multiple ways to make your voice count. In the table below are all the different ways we capture feedback which is sent to a central space, accessible to staff champions and management.

Consumer Feedback on Experience

Method

Description

Letterboxes and Ballot boxes 

Mail boxes where anyone, at any time, can give quick feedback about their experience, and provide suggestions for what can be done better.
 PDF iconDownload the Consumer Feedback Letterbox Form (349kb)

24/7 Feedback Kiosk 

Located in the Kermode Street and Queen Victoria entrances of the Hospital, two electronic kiosks are available for visitors to document their experience.

Online Feedback Survey 

A 24/7 open link to share your experience and even offer your thoughts on a service improvement.
 Link iconE-Letter Consumer Feedback

Fairy Face Painting and Balloon Dude

Fairy Bell and our Balloon artist rove the hospital to hear from children, teens and adults. We believe in providing a fun experience whilst learning about your experience. Ask the Director Consumer and Community Engagement when they will be here next.

Volunteer Surveyors

Volunteers rove the hospital to hear from our children, teens and adults. They provide hardcopies of the Consumer Feedback Letterbox Form or offer a small card with a QR link the online feedback form. The Volunteers provide great company and welcome a chat about anything, that it is on your mind.

Consumer Coffee Club and Roving Coffee Club 

Held every fortnight on a Thursday between 10am – 11:30am
(see WCH page link iconSchedule for location). Run by trained Consumer Representatives who document feedback or assist you to navigate ways to provide feedback to the organisation.

QR Code

Small business size cards are available in all services and wards to provide quick and easy access to the online survey. Ask your healthcare professional or administration staff for your card today.

How else do we listen?

Our consumers, carers and family members may also participate in targeted surveys and experiences. These are separate projects aimed at understanding a particularly issue or opportunity for improvement.

Method

Description

Annual Listening Post

A set of questions are created each year to understand our consumers and carers experience of healthcare rights. Trained Consumer Representatives travel to over 45 different sites across South Australia to interview current consumers and carers of the service. A report is co-written by our consumers resulting in an action plan for the following year.

"Youth-Friendly" Audit 

If you are a young person, we want to hear from you regarding the youth-friendliness, youth-vibe and sense of comfort as a young person you received from a ward, service or unit. You can do this by either participating in the 15 Steps Youth Audit or contacting the Director of Consumer and Community Engagement (phone (08) 8161 6935) or email the Director of Consumer and Community Engagement.

Executive Walk-Arounds 

Each month, Executive team members conduct walk arounds in units, services and community sites across the Network to speak with consumers and hear about feedback. Ask a staff member when your ward or unit or community site is hosting executive.

Divisional Surveying 

Wards, Units and Community sites may invite you to participate in a paper-based survey to gather experience specific to the service.

Great Wall of Gratitude

Some wards and services have a dedicated space to write a quick positive comment about a staff member or experience you have had. These are placed on display board for all visitors to view.

Consumer Feedback TV

last modified: 23 Oct 2018