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Consumer Complaints Management Survey

Welcome to the eSurvey for the review of:

Consumer Complaints Management Policy	We Need Your feedback brochure
Consumer Complaints Implementation Standard 1	Consumer Complaints Web site
Consumer Complaints form	Gaps, barriers and further improvements

You are invited to take the opportunity to contribute to the review and continuous improvement of the Queensland Health Consumer Complaints management tools and documents. Feedback must be submitted by Friday July 4th 2008. Comments against each section would be helpful, however, please feel free to comment on one or more sections of your choice.

Instructions:

Please complete the survey by pressing the ‘Submit’ button to ensure that your responses and comments are recorded. This survey should take between 5 and 15 minutes, depending upon your responses.

1. Consumer Complaints Management Policy

Do you think the Consumer Complaints Management Policy:
	Yes	No	Not sure	N/A
1.1  Supports good complaints management?
1.2  Enables consumers to easily lodge complaints?
1.3  Meets the needs of consumers?
1.4  Meets the needs of staff?
Comments:

2. Consumer Complaints Management Implementation Standard 1

Do you think the Consumer Complaints Management Implementation Standard 1:
	Yes	No	Not sure	N/A
2.1  Supports good complaints management?
2.2  Enables consumers to easily lodge complaints?
2.3  Meets the needs of consumers?
2.4  Meets the needs of staff?
Comments:

3. Consumer Complaints Form

Do you think the Consumer Complaints form:
	Yes	No	Not sure	N/A
3.1  Supports good complaints management?
3.2  Enables consumers to easily lodge complaints?
3.3  M eets the needs of consumers?
3.4  Meets the needs of staff?
Comments:

4. We Need Your Feedback brochure

Do you think the Feedback brochure:
	Yes	No	Not sure	N/A
4.1  Supports good complaints management?
4.2  Enables consumers to easily lodge complaints?
4.3  Meets the needs of consumers?
4.4  Meets the needs of staff?
Comments:

5. Consumer Complaints Web site

Do you think the Consumer Complaints Web site:
	Yes	No	Not sure	N/A
5.1  Supports good complaints management?
5.2  Enables consumers to easily lodge complaints?
5.3  Meets the needs of consumers?
5.4  Meets the needs of staff?
Comments:

6. Gaps, barriers and further improvements

6.1 What do you think are the gaps or barriers to good complaints management in Queensland Health?

6.2 What strategies and/or activities do you think would further support good complaints management in Queensland Health?

To assist us to make the most from the data collected, could you please indicate to which group you belong - select the closest match:

Queensland Health Staff
	Staff with Patient Contact
	Managers/Supervisors of Staff with Patient Contact
	Senior/Executive Management
	Other Staff
Non-Queensland Health Staff
	Patient or Consumer (People who have experienced the services of Queensland Health as a patient, carer, relative or friend)
	Other Agency Staff
	Other

Thank you for completing this Survey