Patient Representative

The Patient Representative is available to assist all patients, their relatives and friends and is happy to:

	Advise on the services available Assist with any concerns or difficulties you may have.

The aim of the Patient Representative is to:

	Improve the safety and quality of our service Restore the trust and confidence of the consumer Promote satisfaction with our service

In order to achieve this Patient Representative will:

	Receive your complaints – the Patient Representative can be contacted by letter, telephone or in person. Acknowledge your concerns – the Patient Representative will listen to your concerns without prejudice and will document the concerns. Investigate the issues raised – the Patient Representative will contact the stakeholders identified and investigate the concerns Resolve or close the complaint – the Patient Representative will resolve the complaint through and explanation, apology, prevention of a recurrence of the incident. Follow up - the Patient Representative will follow up through feedback to the complainant, and preventative /corrective actions involving in-services, new protocols and policies resulting in a change in policy and/or practice where appropriate.

The Management and staff of Concord Repatriation General Hospital are committed to meeting your needs and respecting your rights.

The Patient Representative can be contacted Monday – Friday during business hours on (02) 97677488 or Page Number 60327