We encourage all our residents, relatives and representatives to help us improve our services and care by providing us with your feedback and suggestions. Residents and family are often the best placed to suggest improvements to our services or how best to deliver them. It is important to Vacenti that you let us know when we are doing a good job or wish to share a compliment about our team members. Ask one of our team members how you can give feedback or follow the steps below.

SPEAK TO A TEAM MEMBER- Our Facility Managers pride themselves on getting to know each resident and being approachable at all times. We operate an open-door policy for any resident or their relatives to come and talk to their Facility Manager formally or informally.

RESIDENT & RELATIVE MEETINGS- Held monthly in each Vacenti Community, these meetings are open to all residents and their family members. The meetings offer a relaxed forum to raise suggestions, concerns or ask questions directly with the community’s Facility Manager, Lifestyle Coordinator, Chef and Laundry Manager. Minutes of the meetings are available to all.

SUBMIT A FEEDBACK FORM- Residents and their loved ones can access feedback forms at any of our reception areas, or via the links below. These can be submitted anonymously if preferred. Any comments received are followed up in a timely manner to make sure a positive resolution is achieved.

REQUIRE ASSISTANCE- Arrange a time to speak with the Facility Manager of your home either in person or over the phone or in an email. We appreciate the opportunity to work with you to address any concerns or feedback you have. This is often the fastest and easiest way to communicate your feedback or concerns.

ESCALATE YOUR CONCERNS

If you feel you need more support or further resolution, there are many options available to you in the escalation of your concerns. This process ensures every resident and their family feel listened to, safe, valued and respected.

Gathering and responding to feedback from residents and their families underpins everything we do at each Vacenti community. It is an essential part of our quality program, informing our action plans, staff training and education, ongoing monitoring systems and continuous improvement plans.

No matter the issue or significance, no comment or suggestion is dismissed or ignored. However, if a resident or relative has an issue they would like to raise at a senior level, the following options are recommended. Your concerns will be acknowledged and responded to as soon as possible.

• In the first instance, meet with the Facility Manager in the Home.
• Send an email to info@vacenti.com.au or call (07) 3422 9300 and this will be directed to a member of the Senior Leadership Team.
• Email info@vacenti.com.au or call (07) 3422 9300 to contact any member of the Vacenti Advisory Board.

If you don’t fell we have met your expectations for complaint resolution, or you would like some advice or information, the following eternal supports are available:

• Aged Care Quality and Safety Commission.
• Your Aged and Disability Advocates (ADA).
• Older Persons Advocacy Network (OPAN).
• Office of the Public Guardian (OPG).

Please fill in our online form or download a feedback form and lodge it at any of our Locations or email it to info@vacenti.com.au