How can you provide feedback?
There are many ways in which you can provide a compliment, concern or suggestion about care and services at Regis.
Talk to our employees
Please discuss any compliments, concerns or suggestions with the employee caring for you or ask to speak to:
- The Clinical Care Manager, Assistant Manager or General Manager at the Home
- The Manager of the service
Each of our residential aged care facilities also 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 through a system called CarePage, to understand how we are tracking across a broad range of areas such as cleanliness, food and safety.
Provide your feedback in writing
If you prefer to provide your compliment, concern or suggestion in writing, feedback forms are available in every Regis Home and service. You can leave your name or provide feedback anonymously. If you do leave your name, please indicate if you’d like a response and we will get back to you.
Alternatively, you can send a letter to our Regis Head Office, 615 Dandenong Rd, Armadale VIC 3143. Please include the name of the Home or service the feedback relates to so we can respond appropriately. We will respond as quickly as we can. Please note if you do not wish us to reply.
Contact Regis Advice
If you don’t want to raise your compliment, concern or feedback with the Home or service, we welcome you to call or email our Regis Advice Team on 1300 998 100 or firstname.lastname@example.org. The team works 8am – 8pm Monday to Friday, 9am – 5pm on Saturdays and 10am-4pm on Sundays (AEST). You can leave your name or provide anonymous feedback, whichever you’re most comfortable with.
If you feel there are things we should know but are more comfortable telling someone else, please contact Shareline. They are an external group who are able to pass your feedback onto us. You can contact Shareline by calling 1300 987 621. They will ensure your feedback is kept anonymous if you wish.
Most feedback at Regis is able to be resolved at the Home/service and we always welcome the opportunity to speak with you directly about any concerns you may have. However, if you don’t feel that we have addressed your concerns adequately, there are a number of external bodies that provide free services to assist with advocacy and complaints resolution.
Older Persons Advocacy Network (OPAN)
Through their advocacy service, the Older Persons Advocacy Network (OPAN) can support residents, clients and families to understand and exercise their rights and have their voice heard on the issues that are important to them. You can contact them on 1800 700 600 or for more information refer to opan.org.au.
Aged Care Quality and Safety Commission
The Aged Care Quality and Safety Commission provides a free complaints resolution service. You can contact them on 1800 951 822 or for more information refer to www.agedcarequality.gov.au/making-complaint.
NDIS Complaints Commission
Regis is a National Insurance Disability Scheme (NDIS) provider and for residents or clients that are NDIS participants, you are also able to raise your feedback directly with the NDIS Complaints Commission. They can be contacted on 1800 035 544 or for more information refer to www.ndis.gov.au/contact/feedback-and-complaints. This is separate and independent to the Aged Care Quality and Safety Commission.