Listening, supporting, improving: Inside Peter Mac’s Consumer Liaison team
18 June 2025
Peter Mac’s patients are at the centre of everything we do. Feedback and ideas are essential to improving the way we do things. This is where our Consumer Liaison team come in.
An important part of our Quality and Patient Safety department, Consumer Liaison Officers Emily and Irya respond to hundreds of pieces of feedback each month.
They focus on understanding the experiences of our patients and families, sharing feedback with care teams and working with them to make improvements where they’re needed.
"Peter Mac has the same goals as our patients and families," lrya explains. "Achieving the best possible care and outcomes is our shared priority - we help things stay on track."
Feedback can range from suggestions about how to improve services, through to enquiries about care plans, and complaints. Some issues can be resolved with a simple phone call, others require more in-depth investigations. In both cases, Emily and Irya partner with patients right through the process of achieving resolution.
Each piece of feedback is responded to personally, reflecting the effort it takes for people to share their experiences. Emily and Irya communicate with patients in any way they prefer – this might be in person, over the phone, or via email or text.
Understanding the different levels of health and digital literacy in the community is important. They often work with interpreters, and feedback forms have been translated into numerous languages. Available across Peter Mac, the forms compliment signage and regular text messages that encourage patients to share feedback.
Emily and Irya are clearly very proud of the trusting relationships they create with patients and families.
"It’s great when you can help," says Emily. "Going through cancer treatment is already very challenging. It’s a privilege to support patients to have more of a voice and make things a bit easier for them".
Peter Mac’s patient charter guides the Consumer Liaison team in their work. It is also a key resource in helping patients, carers, and families understand their rights and responsibilities when it comes to treatment and care. Download the Peter Mac Patient Charter here.
Do you have some feedback to share? Contact the Peter Mac Consumer Liaison team via:
- Complete an anonymous real-time patient feedback survey
- Phone: (03) 8559 7517
- Email:
This email address is being protected from spambots. You need JavaScript enabled to view it. - Post (full address here)
- Comple a ‘Your Voice’ form available at Peter Mac
**Names changed to protect staff members’ anonymity.