At Leigh Place, we believe that the people who live in our community; their loved ones and communities – are our most important partners in care.
As the aged care sector prepares for the full implementation of the Strengthened Quality Standards from 1 November 2025, we proudly embrace a culture where feedback is welcomed, listened to, and acted on.
Why Feedback Matters
Feedback is not just a formality; it is one of the most valuable tools we have to deliver safe, high-quality, and person-centred care.
Whether a compliment, a concern, a suggestion, or a formal complaint, every piece of input helps us to:
- Understand the experience of those in our care;
- Identify areas for improvement;
- Build trust, transparency, and accountability;
- Make changes that reflect what residents and stakeholders truly value.
How We Collect and Use Feedback
We provide multiple avenues for residents, staff, and visitors to share their thoughts, including:
- Feedback forms and suggestion boxes;
- Regular resident meetings;
- Direct conversations with staff or managers;
- Phone, email, or written feedback;
- Anonymous or confidential options where preferred.
All feedback is reviewed and followed up in a timely manner – including investigation of any issues raised, and we always aim to provide a clear response or resolution.
A Shared Responsibility
Under the new Aged Care Act 2024, providers are expected to create open channels for feedback and complaints, and to use that information to improve quality and safety. We welcome this approach as it reflects the values that we have long upheld at Leigh Place. At Leigh Place, residents are not passive recipients of care: they are experts in their own lives and should be heard, respected, and involved in shaping their experience.
Our Commitment
As we look ahead to a new era of aged care reform, we remain committed to:
- Making it easy to provide feedback in a way that feels safe and respectful;
- Responding quickly and meaningfully;
- Sharing outcomes of feedback to show real action;
- Using what we learn to strengthen care, systems, and relationships.
If you have feedback – big or small – we are listening.