Making a complaint
Complaints made by patients or families at Queensland Diabetes and Endocrine Centre (QDEC) are ideally addressed by the clinician responsible for the care of the patient, at the time the complaint is expressed. If the complaint is unable to be resolved in a timely manner by the clinician, or the issue is of a serious nature, the complaint is then progressed to the practice manager or nurse unit manager.
Complaints, compliments and feedback can also be made by contacting Mater's Patient Representative directly or by providing feedback online.
Patient Feedback (Rounding)
To ensure that QDEC is providing excellent care to patients, patients are interviewed randomly (five patients per week) and asked for their feedback on the care provided. The results of this process are entered into a database and reported to management. Feedback on staff recognised during this process is provided to staff publically and privately.
All rounding information is reported to executive management on a regular basis.