KAKO ULOŽITI PRITUZBU, POHVALU, KOMENTAR Pozdravljamo vaše povratne informacije, bez obzira radi li se o pritužbi, pohvali ili komentaru, jer će nam one pomoći da poboljšamo naše usluge. Ako nas želite kontaktirati u svezi vašeg iskustva s našim uslugama, imate pravo da vam osoba po vašem izboru u tome pomogne ili da vas zastupa. Svoju pritužbu, pohvalu ili komentar možete poslati direktno, tako što ćete: • ispuniti pripojeni obrazac i poslati ga na adresu: Locked Bag 3001, Hawthorn 3122 emailom: telefonom: faxom: osobno uručiti Ja sam: Ove povratne informacije odnose se na: osoba koja ima demenciju National Dementia Helpline obiteljski njegovatelj član obitelji savjetovanje obrazovni tečaj/seminar zdravstveni djelatnik Organizacija Alzheimer’s Australia Vic posvećena je pružanju najboljih mogućih usluga. student zastupnik Vaše pritužbe, pohvale i komentari su nam važni i pozdravljamo sve vaše odgovore u svezi naše organizacije i usluga koje pružamo, a oni će se koristiti za poboljšanje naših usluga. drugo (molimo navedite) pritužba Titula komentar pohvala knjižnicu događaj koji je organizirala Alzheimer’s Australia Vic osoblje komunikaciju drugo (molimo navedite) Vaše povratne informacije Ime Prezime Adresa ili to učiniti: • • • • OBRAZAC ZA ULAGANJE PRITUŽBI, POHVALA I KOMENTARA alz@alzheimers.org.au 03 9815 7800 03 9815 7801 bilo kojem članu osoblja organizacije Alzheimer’s Australia Vic Ako imate pritužbi, bilo bi dobro da nas o tome obavijestite što je prije moguće, kako bismo to pitanje mogli brzo istražiti i na njega što prije odgovoriti. Sve pritužbe biti će procesuirane brzo, pravedno i povjerljivo. Predgrađe Telefon Poštanski broj Mobitel E-mail Podaci o vašem zastupniku Želite li korisiti zastupnika (zaokružite) DA NE Ime i kontakt-pojedinosti zastupnika Alternativno, možete također kontaktirati i: Health Services Commissioner Tel: 1800 136 066 health.vic.gov.au/hsc The Office of the Public Advocate Tel: 1300 309 337 publicadvocate.vic.gov.au ﬁghtdementia.org.au National Dementia Helpline 1800 100 500 kroz Službu za prevođenje i tumačenje 131 450 Što očekujete od ovih povratnih informacija? Želim ostati anoniman/na Hvala vam što ste odvojili malo vremena da biste ispunili ovaj obrazac. Prije sutrašnjeg kraja radnog vremena dobit ćete potvrdu da smo vašu žalbu primili, a službeni odgovor na nju primit ćete unutar sedam (7) radnih dana. CROATIAN/ENGLISH 58128 Alzheimer's CCC Croatian.indd 1 29/05/14 12:58 PM HOW TO MAKE A COMPLAINT, COMPLIMENT, COMMENT We welcome your feedback, whether it is in the form of a complaint, a compliment or a comment because it will help us to improve our services. If you wish to contact us about your experience of our service, you have a right to have a person of your choice to assist you in this regard or to act on your behalf. You can send your complaint, compliment, or comment directly by: • completing the attached form and posting to Locked Bag 3001, Hawthorn 3122 Alzheimer’s Australia Vic is committed to providing the best service possible. Your complaints, compliments & comments are important to us and we welcome your response regarding our organisation and the services we provide, this will be used to improve our services. complaint Title comment compliment I am a This feedback relates to Person with dementia Family carer Counselling Family member Health worker/professional Library National Dementia Helpline Education workshop/course Student Advocate Staff Communication Other please specify Alzheimer’s Australia Vic event Other please specify Your feedback First name Surname Address or by: •Email •Phone •Fax • In person COMPLAINTS, COMPLIMENTS, AND COMMENTS FORM alz@alzheimers.org.au 03 9815 7800 03 9815 7801 to any Alzheimer’s Australia Vic staff member If you have a complaint it is always a good idea to raise your concern with us as soon as possible so that we can investigate and respond quickly. All complaints will be dealt with promptly, fairly and confidentially. As an alternative you may also contact the Suburb Phone Postcode Mobile Email Advocacy/Support person information Do you wish to use an advocate/support person in relation to this matter (circle) YES NO Advocate/support person name and contact details Health Services Commissioner Phone 1800 136 066 health.vic.gov.au/hsc The Office of the Public Advocate Phone 1300 309 337 publicadvocate.vic.gov.au fightdementia.org.au National Dementia Helpline 1800 100 500 via Translating and Interpreting Service 131 450 58128 Alzheimer's CCC Croatian.indd 2 What is your preferred outcome from this feedback? I wish to remain anonymous Thank you for taking the time to complete this form You will receive an acknowledgment before the close of the next business day from receipt of your complaint and a formal response within seven (7) working days. 29/05/14 12:58 PM