Patient feedback & satisfaction

At East Melbourne Specialist Day Hospital, we aim to provide the highest level of care to all patients and are always looking for ways we can improve our services. We actively seek and welcome your feedback regarding your experience with us.

We regularly ask patients to complete our feedback form, or to complete a quick online survey on an iPad, prior to discharge. You can also submit additional information by emailing us at info@emsdh.com.au. Please write ‘Feedback for attention’ as the subject line of your email.We are very proud of East Melbourne Specialist Day Hospital’s approach to patient care and strive to achieve the highest standard of service.

We collect feedback from patients in many forms, such as verbally during pre op calls, via our patient survey or directly to our staff. All incidents are reviewed by our team and where appropriate, we will implement system improvements train affected staff on the new processes.

Audits of processes and procedures are carried out at regular intervals, both internally and externally. The review and implementation of patient feedback is included in this process.

Maintaining high levels of patient satisfaction is a key part of our strategy and we encourage you to share your experiences with us. As part of our commitment to patient safety and quality of care, we are looking for patients, partners, carers and consumers to participate in the improvement of the patient experience and health outcomes through East Melbourne Specialist Day Hospital. Activities may range from review of patient information to feedback on specific issues or projects and may be conducted by email, telephone or face to face. If you are interested in participating in these activities, please email us at info@emsdh.com.au. using the subject line “Partnering with Consumers”.

If you encounter any problems during your visit, please speak with our Operations Manager, Joanne Oates immediately. If, however, you feel your concern has not been resolved, you may wish to contact:

Health Services Commissioner
Complaints and Information
Telephone: 1300 582 113
Fax No.: (61 3) 9032 3111
E-mail: hsc@health.vic.gov.au

or write to:

Health Services Commissioner
Level 26
570 Bourke Street
Melbourne. 3000
Victoria, Australia

Your rights and responsibilities

As a patient of the East Melbourne Specialist Day Hospital you have the right to:

  • receive quality health care from appropriately qualified and experienced staff
  • treatment and care in a safe environment
  • be treated with respect and dignity
  • receive information about choices and options for your care and treatment
  • privacy and confidentiality for your personal and health information, except where the law permits this to be disclosed
  • seek a second opinion if you wish
  • where applicable, know in advance the charges for the services provided to you
  • provide feedback about your care
  • refuse treatment and services offered to you
  • request access to an interpreter
  • request access to your health records according to the law, provided written consent is provided

All patients at East Melbourne Specialist Day Hospital are responsible for their own behaviour and care.

It is important to:

  • inform everybody involved in your care of your expectations and tell staff if you have a problem
  • understand your treatment and provide informed consent
  • provide staff with accurate information about your health and your current treatment
  • consider your ability to meet your financial obligations to pay any accounts and fees for which you are responsible
  • be considerate of staff and other patients
  • attend your scheduled appointments, or inform staff if you need to change an appointment