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Resident/Representative Advocacy Meetings
Residents, family, friends and representatives are invited to attend monthly meetings. Such meetings provide an important forum for management to receive and give feedback about the facility and its services. Dates and times are published in the bi-monthly newsletter and posted on lounge notice boards. Minutes are posted on lounge notice boards.

Resident Surveys
These surveys provide management and staff with valuable information to improve the care and services provided and ensure the standard and expectations of residents and their representatives are met and maintained. They are distributed at Resident and Relative meetings. Results are also tabled at the Resident and Relative, Management, and the Board of Directors meetings within two months of the surveys being returned.

Comments, Compliments, Complaints and Suggestions
Murray House encourages residents and relatives to raise concerns and complaints. Bringing these to attention enables management and staff to address issues of concern to residents and action required improvements. Residents, family, friends and representatives can raise issues of concern or make suggestions without fear of harassment, retaliation, repercussions or victimisation. Staff can assist residents to complete a Suggestion / Comments form. These forms should be placed in the “Suggestion” boxes located throughout the facility. An External Advocacy/Aged Care Rights Service system is also available. In conjunction with the “Comments and Complaints” system, it may be necessary to assist a resident or representative in accessing an advocacy service to assist them with making choices and decisions regarding their lifestyle.

The Residential Care Rights Unit is an independent, government-funded organisation, which provides advocacy services to people receiving Commonwealth funded aged care services. These services focus on the resident’s needs, wishes and rights, including protection of confidentiality.

Aged Care Complaints Scheme

GPO Box 9848 SYDNEY NSW 2001
Phone: 1 800 550 552
Online: agedcarecomplaints.govspace.gov.au
Aged Care Advocacy Phone: 1 800 700 600
Or 1 800 500 853 Online: www.agedrights.asn.au

The Aged Care Rights Service (TARS)

Level 4, 418A Elizabeth Street Surry Hills NSW 2010
Phone: 02 9281 3600
Toll Free: 1 800 424 079
Aged Care Information Line Toll Free: 1 800 200 422

Telephone: (03) 5027 3384
31-37 Murray Street, Wentworth NSW