FEEDBACK

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.

We would like to hear from you

At SummitCare we take your feedback very seriously. As a family-owned business for more than 50 years, we understand that it is the small things that can make a big difference in the lives of our residents and their families.

It is because of this that we are constantly evolving to improve our service offering and to meet our residents’ expectations. Your feedback allows us to

understand these needs better and exceed your expectations to deliver the best possible care and services to you and your loved ones.

We welcome you to share your feedback, comments or concerns with us either verbally, online or by completing our SummitCare feedback forms which are

displayed in each of our Reception areas. The following options are also available:

  1. Speak directly to the Local Leadership Team of your home
  2. Table your comments through your home’s monthly resident/relative meeting
  3. Book an appointment with the General Manager or Manager of Care and Wellbeing
  4. Participate in our Resident/Relative surveys that are conducted bi annually and are a great way to advise us about our services and where we can improve.

If you feel that your concern is of a critical nature, please directly contact our Chief Operations Officer Michelle Sloane on 0404 000 500 or by email to michelle.sloane@summitcare.com.au or our Board of Directors at board@summitcare.com.au.

All feedback will be treated as strictly confidential and with priority.

RECOGNISING STAFF AND 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 Operations

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.

Feedback & Complaints