BCHS Quality of care 2024 digital - Flipbook - Page 37
Feedback and risk
management
Monitoring client and community experience
Feedback about client and community experience
with BCHS is always welcome and is highly valued. This
feedback supports us in further improving the services
and programs we provide to clients and the community.
At no time will feedback reflect negatively on a client’s
continued use of our services and programs.
Where requested or required, a BCHS staff member
will respond to feedback either in person or by phone,
e-mail, or letter within 30 days.
20 Complaints
46 Compliments and/or suggestions
The following options are available for clients and the
community to provide feedback in relation to their
experience with BCHS:
•
By completing a ‘Compliments, Suggestions
and Complaints’ form available from reception
at any BCHS site
•
By providing feedback through BCHS’ website
•
By emailing.
“I’d like to nominate
[BCHS staff members] for
employees of the month for providing
connected care right from the first
appointment. It led to a much better and
faster health outcome. Thanks for going
above and beyond.”
Victorian Healthcare Experience Survey
These results were received by BCHS in May 2024,
and are currently being reviewed and actioned. This
feedback represents only a very small proportion of
clients accessing BCHS services and programs, however,
will support us in further improving the services and
programs we provide to clients and the community.
BCHS participated in the 2024 Victorian Healthcare
Experience Survey. Approximately 140 clients across
BCHS were invited by the department to participate in
the Community Health Program survey, and 35 clients
completed the survey providing a response rate of 25%.
A summary of the 2024 results included BCHS scoring:
97.1%
Overall, how would you rate the care
you received from the service?
74.3%
Similar to the overall Victorian score of 93.4%
94.3%
Could you get an appointment when
you needed one?
Similar to the overall Victorian score of 65.6%
Did you feel that you were listened to
and understood by staff?
Do you think using this Community
88.6% Health Service has been helpful to
your health and wellbeing?
Similar to the overall Victorian score of 84.2%
Similar to the overall Victorian score of 88.2%
100%
Did you feel cared for?
88.6%
Similar to the overall Victorian score of 89.8%
75.8%
Did staff work as a team to care
for you?
Similar to the overall Victorian score of 78.8%
Do you think using this Community
Health Service has assisted you in
being able to do the things that are
important to you?
89.7%
Similar to the overall Victorian score of 78.1%
If you had any questions or concerns,
were you able to discuss these with
staff?
Similar to the overall Victorian score of 83.7%
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