Victorian Gut Centre (VGC) is committed to ensuring all staff, patients, contractors and visitors can provide feedback to the organisation through the complaints management system.
VGC recognises that complaints provide a valuable source of information on the quality of care provided by the organisation and form an important component of the incident reporting and review process. This process provides a preventative approach by monitoring all events that have or may lead to unintended harm, complaint, loss or damage.
Open disclosure is an important element of our effective incident and complaint management.
When things go wrong, we prioritise open communication with our patients. This commitment is both ethical and legal and ensures patients receive:
- A sincere apology or expression of regret.
- A clear explanation of what happened, including any resulting harm.
- A chance for patients to share their experience and ask questions.
- Information about steps taken to address the issue and prevent future occurrences.