Tweddle Child + Family Health Service is a Schedule 1 Public Hospital incorporated under the Health Services Act 1988.

To ensure we provide the best possible services management and staff continually strive to improve the quality and safety of services in all areas of operation. Our work includes:

• Identifying quality improvement initiatives by evaluating data from studies, client surveys, incident reports, audits and complaints
• Participating in external accreditation activities through the Australian Council on Healthcare Standards, Evaluation and Quality Improvement Program (ACHS EQuIP) and Registration Standards for Community Service Organisations
• Regular monitoring and analysis of evaluation reports by Tweddle Staff and Board
• Running ongoing quality and risk management activities

Occupational health + safety

The Occupational Health + Safety Officer conducts regular audits and makes recommendations for improvements. The annual immunisation of staff commenced in April 2009.

Food safety

The annual Food Safety Audit was conducted by Australian Food Hygiene Services in May 2010 with a successful outcome.

EQuIP accreditation

Tweddle uses the ACHS EQuIP as a framework to implement quality improvement and to evaluate its performance through the ACHS external review process. Each year there is a further accreditation test as part of the four year EQuIP cycle. Most recently, in March 2010 Tweddle successfully completed a Periodic Review and was assessed as continuing to demonstrate a strong commitment to quality and continuous improvement. For further details refer to the statement of performance.

Listening and responding to community needs + patient satisfaction surveys

Tweddle actively seeks feedback about the experience of our clients. Patient satisfaction surveys are distributed to all clients who attend a Tweddle Residential, Day Stay or Tweddle@Home program. Results from these surveys are analysed and reported to management and committees on a regular basis.

Expressing a concern, complaint or suggestion

We are interested in hearing of any difficulties or concerns of patients, their relatives, carers or friends experienced whilst at Tweddle. If you have any concerns during your stay, please tell the parenting or reception staff or send your feedback online at feedback@tweddle.org.au. You will be able to express any concerns or problems without any fear of being disadvantaged.

We appreciate the opportunity to resolve your complaint with us. More information can also be found in the Tweddle Client Charter. If you have tried this and are still unsatisfied, you can make a complaint to the Health Service Commissioner.

Health Services Commissioner
30th Floor, 570 Bourke Street
Melbourne  VIC  3000

Phone 8601 5200
Freecall 1800 136 066
Fax 8601 5219
Website www.health.vic.gov.au/hsc

Access to your health records + confidentiality for your personal information

Maintenance of medical records is in full compliance with DHS reporting requirements and the provisions of the Privacy Act and the Health Information Act.

You have the right to see or obtain a copy of your health records. This can be done through Tweddle or through Freedom of Information. Everyone involved in your program has a professional and legal duty to keep information about you confidential.

How do I make an application?

All formal requests for access to documents of Tweddle Child + Family Health Service under the provision of Freedom of information Act are to be made in writing to the address below. Please include sufficient information about the document and fill in the required form to enable it to be identified and provide a $25.00 application fee.    FOI request form.

Send the request to:

Freedom of Information Officer
Tweddle Child + Family Health Service
53 Adelaide St
Footscray  VIC  3011

Where access to documents is granted to inspect, obtain or purchase material, arrangements will be made during normal office hours, Monday to Friday 9.00am to 5.00pm. Charges for access to documents under the provisions of the Freedom of Information Act will be in accordance with the standard provisions of the Freedom of Information (Access Charges) Regulation 1993.