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FEEDBACK WORKING WITH OUR PATIENTS AND THEIR FAMILIES Waverley Endoscopy values the opinions of all patients who attend our centre.We encourage our patients and family members to ask questions about their care and treatment. We ask our patients or family members to be in involved in review of our written patient information and development of services. We welcome all feedback as it helps us know where we are doing well and where we need to improve. If you have any comments relating to your time with us, please contact the centre on the address given or alternatively fill out the feed back form. There are feedback forms in the Waverley Endoscopy Information Booklet in reception or these can be obtained by asking any of the nursing staff. If you would like to participate in our focus group please contact our Director of Nursing on 9887-8698. We would love to hear from you. COMPLAINTS The aim of our complaints policy is that we should try to turn a negative into a positive outcome. A positive attitude towards consumers and commitment to resolution is based on the premise that:- A consumer has the right to complain and to have the complaint handled without their care being adversely affected. - Complaints provide feedback to Waverley Endoscopy and the services we provide. - A complaint received gives Waverley Endoscopy the opportunity to improve our services. HOW MAY YOU COMPLAIN? Our centre displays the names of staff to whom you should address complaints.There are three methods of complaining: verbal (face to face, or telephone), written or by using the feedback form obtained from the Centre. WHAT HAPPENS WHEN YOU COMPLAIN? All complaints will be acknowledged within twenty-four hours. The complainant will also receive updates, either verbally or in writing until an agreed outcome is reached. We investigate all complaints made to or about our centre.COMPLIMENTS Compliments are also a means of informing Waverley Endoscopy about the services we provide.Compliments also inform us about the areas in which our service excels, and ensure that we continue to work to maintain or improve our standards. |
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