Feedback 

We welcome and encourage your feedback. Please complete our online feedback form here to leave a suggestion, compliment, complaint or testimonial

Alternatively, if you do not wish to provide feedback online, we offer a number of other ways to do so: 

  • In person - speak with a member of the Senior Management Team in person
  • Via phone - speak with our friendly Customer Liaison Team or Senior Management team by phoning 8177 3200
  • Feedback card - feedback cards can be completed & placed in the boxes located on-site. They are located at Reception, Cheater House and in all other areas of the facility. Feedback cards are collected every day and are referred to the appropriate senior manager.
Suggestions

A good organisation is one that continually strives to imporve its services. At Alwyndor that is exactly what we do and often there are people who have good ideas that can help us improve the way we provide our care and services to our residents and clients. If you have a suggestion, we would love to hear from you. 

Sometimes the suggestions we receive can be acted on immediately, while other times this may not be possible for a variety of reasons. Regardless of the outcome, we will always provide feedback to you about your suggestion.

Testimonials 

Are you happy with the services Alwyndor provides? Would you recommend us? Then please help us spread the word to others. We understand that when the time comes and you are looking for somewhere to call your new home, inviting people in to your own home or putting your physical health and recovery in the hands of others the search can be daunting. Hearing from you can help reassure those who are at this stage to know their care will be good hands at Alwyndor.

Compliments 

You may wish to provide a compliment to individual employees or Alwyndor in general. Alwyndor values these comments and employees appreciate hearing your feedback. We display cards, letters or general comments on a notice board in each area. Compliments regarding individuals are provided to the employee and a copy is also placed on their personnel record.

Compliments are important to ensure quality of services and programs are identified and maintained.

Complaints 

From time to time ‘things can go wrong’ and we encourage you to let us know if you have concerns or are dissatisfied with our service. You can choose to do this formally or informally. Usually the best way to resolve a complaint is to raise your issue with the staff member at the time so we can correct the problem promptly. The complaint will be logged on our feedback register which we will use as part of our continuous improvement process to see if there are any trends that need to be corrected.

If you are unhappy with the response we encourage you to contact our General Manager or any member of our senior management team who will contact you to discuss your concerns.

External Complaints Agencies

If Alwyndor is unable to resolve your complaint to your satisfaction you can seek help from the following external agencies. 

Aged Rights Advocacy Service: (08) 8232 5377, Freecall 1800 700 600 or visit  www.sa.agedrights.asn.au

Aged Care Complaints Commissioner: Freecall 1800 550 552 or visit www.agedcarecomplaints.gov.au

 

 

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