Feedback

Compliments or Complaints? Think something isn't quite right? No matter what the issue is, we want to hear about it. With your help, we can continue to improve our services to you.

We are genuine about addressing feedback. We encourage residents, clients, suppliers, patients and family members to submit any compliments, complaints or suggestions they may have. 

We're happy if you are

There is nothing quite as motivating as receiving a kind word. In fact, when someone compliments one of our staff members it helps us to recognise that employee appropriately. So, if you’ve experienced outstanding service, please let us know so we can pass it on.

We're not happy if you aren't

We are dedicated to providing you with the best level of service. Even with the greatest effort and best intentions, sometimes mistakes occur. When this happens, we want to hear about it. That way we can rectify any problem as quickly as possible and restore your confidence in our service.

We protect whistleblowers 

If you tell us about something at HammondCare that you think isn't quite right, and it might be a breach of relevant laws, then what you tell us might be a 'protected whistleblower disclosure'. If that's the case, then we have some particular obligations to protect your interests as the person making the disclosure. 

Tell us your feedback

There are multiple ways you can give HammondCare feedback on our services:

• By filling out  the online form below;
• Verbally or in writing to any one of our staff or at any home, service or hospital;
• By contacting the manager of your service. Ask any of our staff for the contact details of the manager. 
• By contacting HammondCare's central office on 1300 426 666. 
• If you want to tell us about something that happened or isn't quite right that you think might be breaking a law, and you don't want to use this form, you can also contact us by calling HammondCare's central office and asking to speak with a member of HammondCare's Quality Safety & Risk team. 

Please include specifics about our services or facilities, or any other aspect of HammondCare, as this will enable us to follow this up for you. Our staff will do everything they can to rectify any issue straight away where possible.

We aim to acknowledge receipt of your complaint within five working days, and to fully respond to your complaint promptly. In most cases, this can happen within 15 working days.  If you are still not satisfied, you can ask the Chief Executive to review the matter.

Please be assured that HammondCare treats all feedback seriously and is committed to respecting your confidentiality. When you provide feedback, you may choose to provide your name and contact details or choose to remain anonymous. If you provide feedback anonymously, we may not be able to appropriately investigate your feedback or notify you of the outcome of any investigation.

Still not happy? 

In the unlikely event that a matter cannot be resolved with HammondCare, you can seek assistance from the Aged Care Quality and Safety Commission and/or the Health Care Complaints Commission. 

Aged Care Quality and Safety Commission: www.agedcarequality.gov.au

Health Care Complaints Commission: www.hccc.nsw.gov.au

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HammondCare treats all feedback seriously and is committed to respecting your confidentiality. When you provide feedback, you may choose to provide your name and contact details or choose to remain anonymous. If you provide feedback anonymously, we may not be able to appropriately investigate your feedback or notify you of the outcome of any investigation.

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