Here are some examples of what we’ve done in response to your feedback ...

You said

We did

“Too much noise in the trolley bay. Too many people walking through - lack of privacy”

Foot traffic was diverted from this area to reduce noise and improve privacy. A ‘Yacker Tracker’ is now used to alert staff when noise levels are increasing

“The information provided to me and my family while I was in hospital could be improved”

Next of Kin text messaging has been piloted in three clinical areas, evaluation pending, plans for further roll out pending

“I come in for dialysis 3 times a week … do I really need to do a consent form every time?”

Together with their patients, the Dialysis team developed a consent form that can be done annually

“My wife’s questions weren’t passed onto the doctor”

Our team encourages families to use the patient whiteboards

“I came for a routine appointment and there was so much construction in the foyer I couldn’t work out where to go!”

We added accurate information to our internet page, and are regularly updating it

“It’s so difficult to get time off work to attend my appointments. It takes 6 hours of travel time to attend a 10 minute appointment as we live in the country”

Telehealth allows patients to attend their appointments by video, saving them time and alleviating any worries with city traffic / parking

“I have so many appointments and it’s physically hard to get to them. I want my brother to come with me but he lives interstate”

Our Telehealth team arranged a 3-way video consultation so the patient and relative were involved in decisions about their care

“It’s so hard to get a face-to-face interpreter for my language and I often have to resort to phone interpreters”

We introduced video interpreting facilities to support non-English speaking patients when face-to-face support are not available

“I’m not very good at technology and probably don’t have the devices to do Telehealth which means I have to travel to Melbourne for my appointment”

Our Telehealth team provides guided one-on-one test calls for patients and carers that find technology scary. Telehealth can be done on any mobile, tablet, laptop or PC but if neither of these devices are available, patients can see their local GP to help facilitate the video call

"I'm reluctant to leave the Outpatients waiting room to get a coffee or use the bathroom, in case I miss my appointment"Many of our clinics enable waiting patients to provide their mobile number so they receive a text message a short while before being called in for their appointment
"When I'm fasting for my procedure and my procedure is then postponed, there is no hot food available."A procedure was developed to guide staff on fasting processes, and an after hours selection of hot meals are now available
"Access to the toilet facilities in the Clinical Centre at Royal Park Campus is difficult as I am wheelchair bound and the door is heavy"Installation of an automatic door allows for improved access for all consumer with mobility difficulties
"I'd like to have hot drinks available in the Clinical Centre at Royal Park Campus"

We installed a hot drinks vending machine

"Some visitors to the Pop Up Garden use this area to smoke"Security now regularly visit this area and enforce our no smoking policy
"It takes a long time to check in for my appointment in the Outpatients Department"We introduced kiosks that allow patients to check themselves in. These are located in a number of locations on the first floor of the City Campus
"I have to wait a long time for my medications to arrive for my treatment in the day centre"We contact you the day before your treatment to confirm that you will be coming, then order your medications so they are ready for you.
"It was quite noisy on our rehabilitation ward"Installed a "Yacker Tracker" that measures noise levels and reminds staff to keep the noise down
"The reception desk in our Royal Park Clinical Centre was too high for wheelchairs"Lowered the desk to ensure that patients in wheelchairs could easily access Reception
"Test results hadn't reached your GP"Changed our process to ensure that results were communicated
"The RMH foyer area was untidy and not welcoming"Created a pleasant garden area to welcome visitors to the hospital
"Patients and families on an Aged Care ward needed access to a pleasant, calming area"Created a calming garden area adjacent to Ward AC1, suitable for patients with dementia
"Family members had no appropriate place to sleep if they needed to be here overnight"Purchased new sleeper chairs in areas of high demand
"Doors on our disabled toilets were too heavy"Installed automated doors for ease of use
"Inpatients found it hard to know what the time was"Installed 300 clocks across RMH, so that inpatients could easily determine the time
"It was hard to locate toilets on ward areas"Clear signs installed for every patient toilet, and automatic sensor lighting
"The waiting area in Outpatients was dark and in need of an urgent update"We have refurbished the 1Centre waiting area with new seating, including fully reclining chairs
"There was no ready access to a disabled toilet for Sleep Clinic patients"Improved disabled toilet access on the basis of advice from our Occupational Therapists
"It was difficult to access a closed caption TV"Included this option as part of our TV hiring package. Update to digital TV will mean that every TV has the capacity for closed captioning
"We needed to have more appropriate Halal menu options"A specific Halal menu cycle has been introduced
"It was not pleasant to be in a lift with deliveries, or with bins"We changed our procedures to designate certain lifts for certain functions
"The Oncology waiting area needed significant refurbishment"New seats were purchased; refreshments were made available; Music Therapy and hand massage opportunities were provided
"Some front-line staff members had been rude and unhelpful"Ensured that your feedback was discussed with these staff members, and that they attended customer service training
“It was hard to remember when my appointments were on”Activated a Health Hub account to show appointment information
“It’s hard to remember all the information from my outpatient appointment”Started using “Open Notes” for selected outpatient appointments. Patients with a Health Hub can access this information
"I was unsure about coming in to the hospital for my day centre appointment during Covid” Immunology Clinic started a 'Drive-through" clinic for patients during COVID
“I was unable to visit during Covid wave, and was worried about my family member”We connected inpatients with their families and friends via video calls on mobile iPads during the lockdowns
“Chairs in my room were uncomfortable” The ward bought new chairs that are more comfortable
“My son has an intellectual disability and I’d like to support him post-surgery”Recovery Unit provided a tailored patient centred care option, allowing a carer to be present when the patient woke after surgery
“Telehealth webpage was hard to navigate”Telehealth simplified and streamlined information provided to patients, focussing on patient experience and frequently asked questions.
“I brought my medication from home, but then left it on the ward after discharge”Ward started using Whiteboard and bedside discharge checkbox to remind everyone to take medication home
“I was forgetting the exercises I needed to do”The Hand Therapy team is using videos via the Health Hub to educate and remind patients about exercises
“I’d like to help dad order his meals during his inpatient stay”Introduced a menu-ordering app that can be used by the patient, or by family at home
"There aren't enough entertainment options on the ward"We sourced tablets and uploaded Kayo and other apps for entertainment

You said, we did