At Estia Health, we make time to listen. Residents, families and resident representatives are welcome to speak with our staff at any time.
As well as attending regular Resident and Relative Meetings at the home, here are the options available to provide compliments, suggestion for improvement or register a complaint.
Whether it’s a comment, suggestion or a complaint, here are the ways you can provide feedback to us:
1. Your Registered Nurse - This is the first point of contact. Please speak with the Registered Nurse in charge at the time.
2. Your Executive Director - This is the manager of your home. You can arrange to meet with your Executive Director in person, via phone or in writing including email or the feedback forms located in the home’s reception area.
3. Our National Quality team - In the event you’re not satisfied with the outcome of your discussion with the Executive Director, you may wish to provide your feedback to our National Quality team via:
Phone: 1300 682 833
Post: Attn: Quality, Estia Health, Level 9, 227 Elizabeth Street, Sydney 2000
In the unlikely event that the matter cannot be resolved directly with Estia Health, you can seek assistance from either:
Say Something Hotline Service – Is an independently run hotline (toll free: 1800 870 385), and another avenue to use if you feel previous steps are not resolving your issue. This hotline can be used anonymously to report issues or concerns around misconduct.
Advocacy services or the Aged Care Complaints Commissioner (ACCC) – If after raising your complaint or concerns with Estia, you feel your feedback has not been addressed, you may wish to contact the local advocacy group or Australian Government’s Aged Care Complaints
Commissioner online at www.agedcarecomplaints.gov.au or by calling 1800 550 552