The District Nurses purpose is ‘Committed to Care’. We are committed to providing outstanding customer service that supports our clients to remain healthy and independent in their homes and communities.
We value and encourage feedback, comments and suggestions on the services that we provide. Feedback assists us make quality improvements for all our clients. We actively promote a culture that supports our clients and community to give compliments but more importantly to raise complaints.
Our Board, staff and volunteers and brokered staff understand our Complaints and Feedback management system and our commitment to open disclosure when dealing with complaints. Our clients are made aware of and encouraged to use Advocacy Tasmania when they need assistance in raising concerns with us.
We will also access language services when our clients need support to communicate their complaint. We are committed to acknowledging all complaints received within 7 working days. Most complaints will be resolved within that timeframe but if the complaint is going to take longer to resolve we will keep the complainant informed on the progress of the investigation.
Our clients are made aware of and supported to access alternative external complaints handling options including the Aged Care Quality and Safety Commission.
Complaints and Feedback can be submitted in a number of ways:
External Complaints Agencies
Aged Care Quality and Safety Commission
1800 951 822
Tasmanian Health Care Complaints Commissioner
1800 001 170