Curtin Heritage Living is committed to providing a quality service based on the needs and preferences of our residents and has systems in place that ensure quality through “continuous improvement”.
We have an open-door policy should you wish to comment, raise a concern, compliment, or complaint. You are invited to discuss any concern with a manager at any stage.
You can also put a note in the suggestions for improvement box located in the Lobby Lounge. You do not have to identify yourself if you would be to remain anonymous when providing feedback.
We hold meetings for residents and family on a regular basis so that you can learn more about our service and provide us with feedback and suggestions. Meeting dates are posted in the Lobby Lounge, lifts and monthly newsletters.
We will ask you and/or your family members to participate in surveys and audits. These are valuable tools in finding out what we do well, and what can be improved.
Your resident agreement outlines processes to undertake should you feel that your concerns are not being addressed.
If you feel that you need external assistance to help you address your concerns, you can contact Advocare on 9479 7566. Advocare is an independent organisation established to protect the rights of older Australians.
If you feel that your complaints are not responded to appropriately, we invite you to contact the Aged Care Quality and Safety Commission on 1800 951 822. The Aged Care Quality and Safety Commission is run by the federal government to provide residents or their representatives a secure channel to voice concerns. You can contact the Commission at info@agedcarequality.com.au.
