For admission or admission help, call 02 9398 4000
TheSubmitting feedback
1 - Speak to a member of staff
2 - Complete Feedback form
3 - Table your comments at a meeting
4 - Make an apppintment
5 - Write a letter
6 - Complete a periodical survey
2 - Complete Feedback form
3 - Table your comments at a meeting
4 - Make an apppintment
5 - Write a letter
6 - Complete a periodical survey
Submitting a complaint
1 - Speak to a member of staff
2 - Complete Feedback form
3 - Table your comments at a meeting
4 - Make an apppintment
5 - Contact the CEO
6 - Contact the Aged Care Investigation
Scheme
2 - Complete Feedback form
3 - Table your comments at a meeting
4 - Make an apppintment
5 - Contact the CEO
6 - Contact the Aged Care Investigation
Scheme
Feedback and Complaints
Feedback mechanisms- Comments, Complaints & Suggestions
Your feedback is very important and we appreciate you taking the time to give it to us. We welcome your comments and suggestions and encourage you to actively support our ‘Summit Star Program’ as your way of recognising staff who have exceeded your expectations.
Complaints are also a very important source of feedback and we welcome any constructive criticism or details of something which you are not satisfied with. Our staff and managers will work hard with you to investigate your concerns and work to resolve them effectively. Our goal is to improve our systems to make sure that we meet your needs-all day every day.
Complaints are also a very important source of feedback and we welcome any constructive criticism or details of something which you are not satisfied with. Our staff and managers will work hard with you to investigate your concerns and work to resolve them effectively. Our goal is to improve our systems to make sure that we meet your needs-all day every day.
Submitting your Feedback, Suggestion or Complaint
Each of our Centres have feedback forms (these can also be used for complaints) displayed near reception areas- one is also available at the back of this handbook which you can tear out.
Your options for providing feedback are varied and we welcome you to use any of them:
1. Speak to any member of staff. They will happily take your verbal
feedback and pass it on to the Executive Manager/Care Manager
who will make sure it is followed up.
2. Complete the feedback form and hand it to the Administration
Assistant, the Care Manager or Executive Manager where it will be
logged as an ‘improvement log’ and followed up.
3. Table your comments through the centre resident/relative
meeting. The Recreational Activity Officer will let you know the date
of your next meeting.
4. Ask for an appointment with the Care Manager or Executive
Manager who will be happy to understand your feedback if you
would like to do this verbally.
5. Write a letter and give to the centre for the Executive Manager
to acknowledge and they will follow it up.
6. Provide feedback when we ask you to complete a survey /
questionnaire. These happen periodically through-out your stay
and are a great way in which you can tell us more about our
services and what we can do to improve them.
to acknowledge and they will follow it up.
Each of our centres display a Summit Star nomination form near reception. This can be your way of identifying a 'star' staff member. Simply complete the nomination form and hand it to the Executive Manager or post it direct to the Chief Executive Officer. Staff at the centres office will happily do this for you if you need assistance. The nomination will be tabled to the management team meeting. Staff who meet the criteria for an award are provided a gift voucher, a certificate and a Summit Star badge. They also go into the end of year award for a major prize. By recognising staff for their excellent work you help them feel more appreciated and recognised for the wonderful work they do all day, every day.
We believe that all complaints are important and we work hard for our complaints systems to be responsive and effective. All complaints are taken seriously and undergo a formal record keeping system so we can track your concerns/complaint and make sure we work through our systems to ensure they are handled responsively and effectively.
Our goal is to solve the problem and work to prevent a re-occurrence of something you are not happy with.
We have a number of ways in which you or your representative/family member can make a complaint:
1. Speak to any member of staff, they will happily take your verbal
feedback and pass it on to the Executive Manager/Care Manager
who will make sure it is followed up.
2. Complete the feedback form and hand it to the Administration
Assistant, the Care Manager or Executive Manager where it will be
logged as an 'improvement log' and followed up.
3. Ask for an appointment with the Care Manager or Executive
Manager who will be happy to understand your complaint, if you
would like to do this verbally.
4. Write a letter and give to the centre for the Executive Manager to
acknowledge and they will follow it up.
5. Contact the Group Manager - Quality & Compliance by email
complaints@summitcare.com.au
6. Contact the Chief Executive Officer
7. Contact the Aged Care Investigation Scheme, which is an external
complaints scheme managed by the Department of Health &
Ageing
Mail: GPO Box 9848-Sydney NSW 2001
Your options for providing feedback are varied and we welcome you to use any of them:
1. Speak to any member of staff. They will happily take your verbal
feedback and pass it on to the Executive Manager/Care Manager
who will make sure it is followed up.
2. Complete the feedback form and hand it to the Administration
Assistant, the Care Manager or Executive Manager where it will be
logged as an ‘improvement log’ and followed up.
3. Table your comments through the centre resident/relative
meeting. The Recreational Activity Officer will let you know the date
of your next meeting.
4. Ask for an appointment with the Care Manager or Executive
Manager who will be happy to understand your feedback if you
would like to do this verbally.
5. Write a letter and give to the centre for the Executive Manager
to acknowledge and they will follow it up.
6. Provide feedback when we ask you to complete a survey /
questionnaire. These happen periodically through-out your stay
and are a great way in which you can tell us more about our
services and what we can do to improve them.
to acknowledge and they will follow it up.
Recognising Staff- Summit Star Program
Each of our centres display a Summit Star nomination form near reception. This can be your way of identifying a 'star' staff member. Simply complete the nomination form and hand it to the Executive Manager or post it direct to the Chief Executive Officer. Staff at the centres office will happily do this for you if you need assistance. The nomination will be tabled to the management team meeting. Staff who meet the criteria for an award are provided a gift voucher, a certificate and a Summit Star badge. They also go into the end of year award for a major prize. By recognising staff for their excellent work you help them feel more appreciated and recognised for the wonderful work they do all day, every day.
Making a Complaint
We believe that all complaints are important and we work hard for our complaints systems to be responsive and effective. All complaints are taken seriously and undergo a formal record keeping system so we can track your concerns/complaint and make sure we work through our systems to ensure they are handled responsively and effectively.
Our goal is to solve the problem and work to prevent a re-occurrence of something you are not happy with.
We have a number of ways in which you or your representative/family member can make a complaint:
1. Speak to any member of staff, they will happily take your verbal
feedback and pass it on to the Executive Manager/Care Manager
who will make sure it is followed up.
2. Complete the feedback form and hand it to the Administration
Assistant, the Care Manager or Executive Manager where it will be
logged as an 'improvement log' and followed up.
3. Ask for an appointment with the Care Manager or Executive
Manager who will be happy to understand your complaint, if you
would like to do this verbally.
4. Write a letter and give to the centre for the Executive Manager to
acknowledge and they will follow it up.
5. Contact the Group Manager - Quality & Compliance by email
complaints@summitcare.com.au
6. Contact the Chief Executive Officer
Phone: 02 9398 4000
Fax: 02 9399 3605
Mail: Confidential to CEO, PO Box 521-Randwick NSW 2031
Email: ComplaintToCEO@summitcare.com.au
Fax: 02 9399 3605
Mail: Confidential to CEO, PO Box 521-Randwick NSW 2031
Email: ComplaintToCEO@summitcare.com.au
7. Contact the Aged Care Investigation Scheme, which is an external
complaints scheme managed by the Department of Health &
Ageing
Phone: 1800 550 552
Mail: GPO Box 9848-Sydney NSW 2001
