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Partnering with Consumers

Community Advisory Committee
The aim of the Community Advisory Committee (CAC) is to improve and enhance person and family-driven care for all consumers at Moyne Health Services. The CAC provides a mechanism for the consumer voice to be heard and acknowledged with the overall goal of ensuring we provide the best care possible.

Partnering in Healthcare Consumer Engagement Work Plan
This plan demonstrates Moyne Health Services’ commitment to improving the quality and safety of care we provide. The plan outlines the goals and strategies for ensuring consumers are equal and active partners in their own care and in the design of the information, facilities and services we provide.

The plan is based around the five interrelated domains of as defined in the Safer Care Victoria (SCV) Partnering in healthcare: A framework for better care and outcomes, February 2019, which includes:

Consumer feedback
The Victorian Health Experience Survey generates an overall score that takes account of responses from patients about their Moyne Health Services experience. Consumer representatives volunteer their time to complete part of their surveys with patients, the results of which provide us with valuable information.

Supporting patients, families and carers to make better healthcare happen
To improve the quality of services provided at Moyne Health Services, we aim to include consumers (patients, family or community members) in the design and delivery of their own care.

To support this, we have created working groups for Diversity, Disability and Reconciliation.

How we build better healthcare, together
Patient feedback is continually sought to improve healthcare across our services, including community health centres. This feedback improves processes and results in better care for consumers across our region.

Supporting consumers who have diverse needs
We proactively seek to support consumers with diverse needs, including those with specific language and cultural needs. We are also working towards achieving the ‘Rainbow Tick’ in recognition of our support for the LGBTQI community.

Providing best care for people of all abilities
Moyne Health Services is committed to ensuring people of all abilities are treated equally and given equal opportunity to participate in and access our services, programs and facilities.

Safer healthcare throughout life
Delivering safe care together, Moyne Health Services staff participate in the annual People Matters Survey – an employee opinion survey delivered by the Victorian Public Sector Commission.

Improving care for Aboriginal staff, patients and families
Moyne Health Services is working to meet the priorities of the Victorian Government’s Korin Korin Balit-Djak: Aboriginal health, wellbeing and safety strategic plan 2017-2027. Korin Korin Balit-Diak means ‘growing very strong’ in the Woi Wurrung language. This document sets out an action plan to improve the health, wellbeing and safety of Aboriginal people.

Compliments and complaints
If you have a compliment, complaint or general feedback about your experience with Moyne Health, please contact us by post, email, phone or via the online form below.

We take complaints seriously and aim to resolve them quickly and fairly. However, if you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. This is a free, confidential and impartial service. To lodge a complaint with the HCC, complete a complaint form online at www.hcc.vic.gov.au or phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

Complaints about certain serious misconduct or corruption involving public health services in Victoria can be made directly to the Independent Broad-based Anti-corruption Commission (IBAC). Moyne Health encourages individuals to raise their concerns with IBAC if they are uncomfortable raising their concerns directly with Moyne Health or if they feel some detrimental action has been or may be taken against them if they make a complaint.

Consumer Representatives
Moyne Health strives to provide the best possible healthcare. However, no one understands the consumer experience better than consumers themselves!

We would like to invite you to become a Moyne Health consumer representative.

Consumer Representatives partner with Moyne Health staff in decision-making, service planning and improvement.

Moyne Health Consumer Representatives include people who have used, currently use, or may use Moyne Health services in the future. This includes current and future patients, residents, clients, carers, families and members of the communities who use our services.

What do Consumer Representatives do?
Your lived experience, knowledge and skills combined with Moyne Health staff experience, knowledge and skills can influence:

There are many opportunities for you to positively influence healthcare provided at Moyne Health.
You can apply online to become a Consumer Representative (create a user name and password, then fill out the online application). Alternatively, call Moyne Health Services’ Quality and Risk Manager on (03) 5568 0148.

Volunteers
“We listen, comfort, befriend, motivate, share, laugh, fundraise, cook, drive, knit, sing, dance, write, read, bowl, play bingo, entertain, walk, meditate, exercise, footy tip, garden, do puzzles, play cards, pamper, reminisce, research, craft, paint, do day trips…and have a lot of fun.”

Volunteers are an essential part of the care team at Moyne Health Services. Our valued team of 170 volunteers contribute across many sites and provide support to programs in Port Fairy and Koroit.

Volunteers have many different skills and can choose to work with a particular program or provide support with a group or individual activities. Volunteers assist staff and improve the quality of life for our residents and clients from a wide range of services, such as:

We provide our volunteers with a supportive work environment, orientation and training, ongoing supervision and learning and social opportunities. Volunteers can come along for a trial to find where they best fit.

Moyne Health Services is ever grateful for the wonderful contributions that our volunteers make, and if you would like to join our great volunteer team, please contact our Volunteer Coordinator, Lisa De Kok, for more information on (03) 5568 0029.