At Estia Health, we make time to listen. Residents, families and resident representatives are welcome to speak with our staff at any time.
Whether it’s a compliment, suggestion or a complaint, here are the ways you can provide feedback:
1. Speak with the Registered Nurse in charge as your first point of contact
2. Arrange to meet with the Executive Director of the home, either in person, by phone, or by completing the feedback forms located in the home’s reception area
3. If you are not satisfied with the outcome of your discussion with the Executive Director, you can speak to the Regional Manager or contact our National Quality team by email: firstname.lastname@example.org or phone: 1300 682 833
In the 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 Quality and Safety Commission – If after raising your complaint or concerns with Estia, you feel your feedback has not been addressed, you can contact the local advocacy group or the Aged Care Quality and Safety Commission online at agedcarequality.gov.au or by calling 1800 951 822.