Feedback

Our highest priority is providing our patients, residents and clients with safe, high quality and personalised health care, and we always want to hear from you. We value your compliments, concerns, suggestions and stories.

We can’t see things through your eyes. Understanding your experience, in your words, adds a different perspective to what we know from the clinical data that we collect. It helps us understand how you felt, if your expectations were met, what you saw and heard, where there are opportunities to do things better.

Our teams are thrilled to hear compliments about the care you received and respond openly and positively to complaints and suggestions about how we can improve.

Complete Feedback survey

Providing Feedback

  • Ways to provide Feedback

    We encourage you to first talk to the Manager of the area that delivered your care. We often find that a face-to-face conversation can resolve many worries and issues quickly and effectively.

    Complete Online Survey

    Complete our short online feedback survey.

    Feedback Survey

    Feedback Form

    Download and complete a feedback form. Forms can be downloaded below or they are also available at the hospital reception, Buckland House and Bindaree receptions and many other points throughout the hospital. Please ask any of our staff if you would like a feedback form. You can drop your completed form at the hospital reception, give to any of our staff, scan and email, or post to us.

    Download Feedback Form

    Email Us

    Send your feedback in an email to mdhfeedback@mdh.org.au.

    Write to Us

    Attention Director of Quality and Safety
    Mansfield District Hospital
    PO Box 139, Mansfield VIC 3724

    Call Us

    You can call our main reception on 03 5775 8800 between 8.30am- 5.00pm Monday to Friday. Ask for the Director of Quality and Safety.

  • Victorian Health Experience Survey

    If you have recently been a patient with us, you may receive an SMS or email inviting you to complete the Victorian Healthcare Experience Survey (VHES). We encourage you to do so, as your feedback helps us, and the wider health system understand where we are doing well, and where we need to improve.

    VHES is completely anonymous; health services can be identified but participants (you) cannot.

    VHES is conducted by Ipsos, an independent body, on behalf of the Victorian Agency for Health Information, a division of the Victorian Department of Health.

    The program has three objectives:

    • Provide meaningful, useful, accessible and timely information on patient experience to health services and government audiences to stimulate quality and safety improvements.
    • Provide meaningful, useful and trusted information, as well as actionable insights on the relationship between processes of care and experience of different patients, to our audiences.
    • Collect and share patient-reported experience across the healthcare system to improve transparency and accountability.

    Please read the VHES Information for more information or email vhes@vahi.vic.gov.au.

  • Other Options

    While it is our preference to try and resolve your concerns with you, we understand that this may not be what you want.

    Health Services Commissioner

    If you wish to discuss your concerns about our hospital or community care services we suggest you contact the Health Services Commissioner.

    • Level 26, 570 Bourke Street, Melbourne VIC 3000

    If you have a concern about our residential aged care services Bindaree or Buckland House, then we suggest you contact the Aged Care Complaints Commissioner

How We Use Your Feedback

Managing Feedback

We use your feedback to learn, improve, evolve and celebrate.

Our Director of Quality and Safety is responsible for managing feedback. They go through all feedback in detail. They look for themes, repeat issues and repeat compliments. They also look at trends over time and different factors that may be contributing to issues.

With your consent we might meet with you to get a deeper understanding of your experience. After removing your personal details, we may share your feedback with the manager and staff involved.

We celebrate compliments with our teams and the wider community. We recognise staff members who continually go above and beyond in the care they provide.

Managing Complaints

Complaints are treated as a priority and with confidentiality. We aim to fully investigate all complaints with relevant staff and provide a full response to you within 30 days.

We investigate what we do and how we do it, identify ways to improve and then put those improvements in place. We update systems, policies and guidelines. We tailor our staff and volunteer training to areas where we need to improve. We look for opportunities to evolve- to do something new to seize a new opportunity or address a new community need.