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Care Opinion

The North Metropolitan Health Service’s hospital and health care network is committed to strengthening our engagement and partnership with patients, carers, staff and our community. As a key priority and goal, we are focussed on being accountable for our actions and decision-making and remaining transparent when we communicate with our stakeholders and each other.

We are convinced that being aware of patients' experiences - good or bad - is essential to improving the quality of the health services we provide.

To better listen to the voice of the patient we have subscribed to Care Opinion Australia (formally Patient Opinion Australia) – a registered not-for-profit charitable institution that provides an online social media platform for those who wish to provide their opinion about a hospital care experience – be it their own, or that of someone they know.

It provides a platform for contributors to have real exchanges with their health care providers and enables us to:

  • Hear the patient/public voice
  • Have open and transparent dialogue between the public and ourselves
  • Utilise feedback to help services improve
  • Create a different kind of relationship –equal, collaborative and transparent
  • Engage on the public’s terms within a public domain
  • Engage in real exchanges with the public.

Care Opinion Australia is just one avenue for patients, carers and stakeholders to provide feedback about their hospital/health service journey or experience. It does not replace existing patient complaint and compliments processes that exist throughout the Health Service’s hospital or health care network.

Contributors are able to hear directly from nominated, senior health service/hospital staff, including executive directors, who will respond to patient stories through the Care Opinion website. A record of any changes made to improve the services we provide will also be included.

Care Opinion will assign each post a criticality rating – which determines the timeframe in which we should respond.

Posts with a story of:

  • 0-3 critical rating are immediately published on the Care Opinion website and response is required within 1 working day
  • 4-5 critical rating are not immediately published on the Care Opinion website and a response is required within 5 working days.
    NMHS can negotiate an extension on stories with a critical rating of 4-5; however response extensions are not granted for critical ratings between 0 and 3.

We encourage our patients, carers and health service community to let us know about their hospital or health care experience by placing their story on the Care Opinion website or contacting the relevant hospital or health service’s patient liaison team.

We are committed to improving and enhancing the services we provide to make everyone’s hospital or health care journey the best it can be.

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