Feedback

Your feedback is important to us

Southern Cross Care WA is committed to providing quality care and services and meeting the needs of our clients and residents.

We value your feedback – compliments, suggestions and complaints.  We love to hear what we are doing well.  We also value suggestions or ideas on what we can do to improve and welcome the opportunity to resolve any concerns you may have.

If you are not happy about something we’ve done, or perhaps not done, please give us the opportunity to put things right.  Our complaint will be reviewed in line with our customer service charter.

How can you provide feedback?

If you prefer to provide your compliment, suggestion or complaint about care and services at Southern Cross Care WA in writing, feedback forms are available in every Southern Cross Care home and service.  You can leave your name or provide feedback anonymously.

You can lodge your feedback online by clicking on this button:

 

Alternatively, you can send a letter to:

Client Experience Team

Reply Paid 76
Burswood  WA  6100

Please include the name of the Home or service the feedback relates to so we can respond as quickly as we can.  Please note if you do not wish us to reply.

Contact our Client Experience Team

There are many ways in which you can provide a compliment, suggestion or complaint about care and services at Southern Cross Care WA.

Talk to our staff:

  • The Facility Manager or Clinical Nurse Manager in our homes
  • The Manager of your service, Wellness Partner or Recovery Partner

Each of our residential aged care homes have a monthly resident and relative meeting where all feedback is welcome to be raised and discussed.

We also conduct regular experience surveys at our Homes and Services through a system called CarePage, to understand how we are tracking across a broad range of areas such as cleanliness, food, staffing and safety.

Can I seek independent assistance?

Yes. If you would like to access independent assistance, there are several options available to you.  Below is a list of external, independent advocates that you can contact for help and advice.

Advocare Incorporated

9479 7566 (metro callers)

1800 655 566 (country callers)

www.advocare.org.au

Aged Care Quality and Safety Commission

1800 951 822

www.agedcarequality.gov.au

National Aged Care Advocacy Line

1800 700 600

Australian Retirement Villages Code of Conduct

www.retirementlivingcode.com.au

Email for Complaints: complaints@rlcode.com.au

Alzheimer's Australia WA National Dementia Helpline

(08) 6551 7600

www.hadsco.wa.gov.au 

Mental Health and Advocacy Service

1800 999 057

www.mhas.wa.gov.au

Health and Disability Complaints office

(08) 6551 7600 or 1800 813 583

Email: enquiries@hadsco.wa.gov.au

Interpreter: tisnational.gov.au - 131 450

Accessible: National Relay Service - 1800 555 660

www.hadsco.wa.gov.au

Mental Health Law Centre of Western Australia

(08) 9328 8012 or 1800 620 285

mhlcwa.org.au

National Disability Insurance Commission (NDIS)

1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.

ndis.gov.au

Language and Interpretation Service

Please refer to the language services on Department of Home Affairs:

tisnational.gov.au

National

For unresolved complaints or concerns about Australian Government funded aged care (such as Home Care Packages) contact the Aged Care Quality and Safety Commission on 1800 951 822.

Who do we comply with?

We comply with:

  • Aged Care Act 1997 and Aged Care Principles 1997
  • Disability Services Act 1993
  • Mental Health Act 2014 (WA)
  • Occupational Safety and Health Act 1984 (WA)
  • Privacy Act 1988 (Cth)
  • Residential Aged Care Accreditation Standards (Cth)
  • Residential Tenancies Act 1987 (WA)
  • Retirement Villages Act 1992 (WA)
  • Retirement Villages Regulations 1992
  • Fair Trading (Retirement Village Interim Code) Regulations 2020
  • Health Practitioner Regulation National Law (WA) Act 2010
  • National Standards for Mental Health Services
  • NDIS Practice Standards and Quality Indicators
  • NDIS Code of Conduct
  • Licensing Standards for Private Psychiatric Hostels

From time to time there may be other legislation that may need to be considered.