Consumer Feedback

ReGen receives a lot of great feedback from the people who use our services.  Our consumer feedback form provides people with the opportunity to assess how we live up to the principles set out in our Client Charter.

We regularly report back to our consumers on what action we have taken as a result of the suggestions  we have received, or how we are working to resolve identified problems.  These reports are made available in the waiting area at our Coburg site. See below for the full list of reports.

This month's report includes feedback from people using our adult and youth residential withdrawal services in February on the impacts of our no smoking policy and how we can keep improving the services for others.  It also includes a sample of compliments about the accessibility and effectiveness of our services and the physical environment at Curran Place. See images of the refurbished Adult and Mother Baby unit on the service pages.

This month's report provides a summary of how we've responded to feedback from people using our Adult & Mother Baby withdrawal service at Curran Place. We have noted the feedback on the difficulties some people are experiencing as a result of the unit's no smoking policy and are working to provide people with a range of options (including various forms of nicotine replacement). We've also taken on the feedback about weekend activities and music in the unit. It's great to hear people are loving the new facilities and that it has been easy to access the service once it reopened (after the recent renovations).

This month's report on how we've responded to feedback from people who used our services in November includes suggestions from our Curran Place adult residential withdrawal service about how we can improve our practice. One key issue has been consistency of communication about the service's tobacco free status with people planning withdrawal.  We're working to make sure that everyone entering the unit is fully aware of our new policy before they commit to using the service. The report also provides a summary of compliments about people's experience of our services.

Our report on how we've responded to feedback from people who used our services in December includes suggestions on activities, staff and the menu at our adult and youth residential withdrawal services.  It also includes a summary of compliments, coincidentally on activities, staff and the menu at those services.

We've had a little less feedback than usual over the past few months (largely due to the temporary closure of our Curran Place adult residential withdrawal service), but here are our responses to feedback received from people who used our services in August, September and October.  They include a range of suggestions for our Williams House residential youth withdrawal and non-residential rehabilitation programs.  They also include some positive comments about our staff and people's relief that Curran Place is operating again, plus this gem from a young person at Williams House: 'I found something in myself while spending my time here, some form of self-worth and happiness I never thought I was capable of. I love the staff, they were beyond brilliant.'