Patient experience feedback - Frequently Asked Questions

Why am I receiving this feedback form?

We have designed and sent out this feedback form so we can improve the service we provide to our patients and families. We know our patients and their families are in the best position to provide information on what we are doing well and what we could be doing better. We aim for the Heart Centre for Children (HCFC) to continuously improve and be an international exemplar for cardiac care. We understand the experience our patients and their families have with us is key to building and improving the HCFC.
 

Who receives this feedback form?

Every family or carer who attends a patient appointment at the HCFC receives this form. It is sent on the day of the appointment via an automatic message.
 

Is this feedback anonymous? How is it anonymous when the form is sent to me via text message (SMS)?

Our aim is to get as much feedback as possible so the responses returned to us are anonymous, unless you choose to leave your contact details. We encourage you to leave your contact details if you wish to discuss your feedback further.

The web link we send via SMS is generic to all recipients and cannot be linked back to your mobile phone number.

If you would like a follow up call or email from us, you are welcome to leave your details in the box provided. However if you choose to remain anonymous you are absolutely welcome to. Aside from this spot where you have the option to provide us with your details, the survey is anonymous.
 

Do I have to give feedback or complete the form?

No, your participation is completely voluntary. However, your feedback is vital to help us grow and make sure our patients continue to have a positive experience at the Heart Centre for Children.
 

Will my responses affect the care my child receives?

Absolutely not. We strive to provide the best possible treatment for every single patient. We understand not all feedback will be positive and we value all feedback, good and bad, because it helps us to improve.
 

What will you do with the results?

We compile the answers together so we can see what the Heart Centre for Children is doing well and what we could be doing better. The feedback is also discussed at our strategic meetings and with local managers, to encourage teams to maintain an exemplar  level of service and look to improve in areas that may need it.

We use the results to make better, more informed decisions about changes we can make to improve the patient journey at the Heart Centre for Children.
 

Can I complete this feedback form in a language other than English?

We are currently working to offer the feedback form in multiple languages and hope to provide this option  soon.
 

My child is the patient, not me. Can I complete this form on my child's behalf?

Absolutely. The feedback form is intended for patients or their family or carer to complete. Family and carers are vital to delivering paediatric healthcare, which is why we are seeking feedback from anyone in contact with our service.
 

Who can I speak to if I have any questions about this feedback form?

Please reach out to us at the Heart Centre for Children by calling (02) 9845 2345. Ashleigh, our Cardiac Concierge and Patient Experience Officer will be able to help. Alternatively, you are also welcome to contact the Manager of Cardiac Services, Christopher Hastie on (02) 9845 2345, or our Hospital's Clinical Governance Unit on (02) 9845 3442.