As part of Rural Northwest Health’s commitment to achieve better health for all, RNH have engaged with Care Opinion Australia and Central Gippsland Health to participate in a 12-month pilot project targeted at small rural health services in Victoria.
Care Opinion Australia provides an opportunity for consumers to leave feedback on an independent, not-for-profit website. Consumers can provide feedback electronically via the Care Opinion Australia website or if needed, a reply-paid feedback form can be used.
Rural Northwest Health Chief Executive officer, Mrs. Ishbell Reid explained ‘Care Opinion Australia provides an additional method for residents, family members, team members and stakeholders to provide feedback. This will enable us to collate all feedback and ensure that we are proactive in recognising and actioning opportunities for improvement’.
Every story submitted to Care Opinion Australia will be carefully moderated by the Care Opinion Australia team and any identifying information will be removed, especially for negative feedback, ensuring full anonymity for all parties involved. This process also ensures that stories of an obscene, offensive or defamatory nature are not published.
When a story is submitted to Care Opinion Australia, a manager or member of the RNH executive team can provide a response to the story, allowing for a constructive and transparent two-way conversation between the consumer and RNH. Where appropriate, RNH can also demonstrate whether a change has been made as a result of the story being submitted to Care Opinion Australia.
Consumer stories and RNH responses submitted to Care Opinion Australia will be available to all visitors of the Care Opinion Australia website. As the range of choices increase and more people use the Internet to source information to help make decisions, Care Opinion Australia will serve as a valuable tool in establishing a trustworthy online presence for feedback at RNH.
‘All feedback is encouraged and welcomed, and it is important that we provide multiple platforms to our residents, family members and stakeholders to enable them to provide their feedback” said Mrs. Reid.
Care Opinion Australia will complement existing feedback platforms at RNH including, website submission form at www.rnh.net.au/contact, the Victorian Healthcare Experience Survey and a Compliments, Comments and Complaints form which can be collected from reception.
RNH will officially launch Care Opinion Australia on Wednesday 15th December 2021 – visit www.careopinion.org.au
Photo – RNH Quality Officer Joanne Toh showcases the Care Opinion Australia Website.