How your feedback improves care

We are always looking at ways we can improve the way we deliver care and your feedback shapes these changes. 

You said

Some of our patients and visitors require complex support, which means they are unable to use standard accessible toilets and amenities. Patients and families told us that a Changing Places accessible toilet and changing facility was required at the Alfred hospital. A Changing Places toilet goes beyond the standard accessible one by providing additional features and space to ensure a comfortable and safe toileting experience for everyone.

We did

Alfred Health has created a Changing Places room in collaboration with our patients and families. The facility is now listed on the Changing Places website for wider community use. Find out more about the development of the facility by watching the video. 

You said

During the height of the COVID-19 pandemic in 2020 Mark Green’s wife Row had a medical emergency. She required high level care and was flown from her home in Tasmania to The Alfred for treatment. Mark was unable to travel with her but was constantly on the phone to her treating team. After Row passed away, Mark got in contact with us to explain how the music brought back painful memories of that time when he was unable to be with his wife. 

We did

Alfred Health partnered with Mark, a composer and musicians to create 'A Portrait of Row', which will be Alfred Health’s hold music going forward. Find out more about this story by watching the video.

Priortising improvements from feedback

Alfred Health has developed a number of stragegic plans which drive improved patient outcomes and experiences. These have been developed in consultation with patients and the wider community. Find out more about each of the strategies.

  • Patients Come First
    The strategy provides a roadmap for the organisation to work towards our primary goal of providing high-quality, equitable person cented care.
  • Disability Access and Inclusion Plan
    This plan is our response to ensuring everyone with a disability feels welcome, safe and included.  It also addresses the state disability plan, Inclusive Victoria.
  • Reconciliation Action Plan (RAP)
    This Innovate RAP allows us to continue working towards our vision for reconciliation. One that strives to achieve equal health outcomes for Aboriginal and Torres Strait Islander patients and an inclusive and diverse workplace that champions cultural safety.

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Provide feedback about your care

Find out about the different ways that you can give us feedback about your experience.

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Handling your feedback

Find out what happens when we receive your feedback and how we will manage your complaint.

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