Compliments, suggestions and complaints

On this page

1. How to give feedback
2. Who can give feedback
3. What we do with your feedback

How to give feedback

There are three different ways to give feedback:

• sharing a compliment
• giving a suggestion
• making a complaint.

Compliments and suggestions

Compliments let us know when care has gone well. They boost staff morale and encourage continued high-quality care.

Suggestions help us learn and improve, even when nothing has gone wrong. They show us what matters to you and can highlight opportunities for better, safer or kinder care.

How to share a compliment or give a suggestion:

• Tell staff directly.
• Contact your hospital or health service.
• Use our online feedback form.

Complaints

Sometimes things do not go as they should. If that happens, you have every right to speak up. We want to hear from you. Complaints are a chance for us to learn and make care better for everyone. If it worries you, it worries us.

We investigate every complaint received. We want to ensure you have an efficient, fair and accessible complaints process.

How to make a complaint

• Start local: Tell staff directly - many issues can be sorted out quickly by talking to staff at the time.
• Formal complaint: If that does not feel right, or you would prefer a more formal process, you can:
• contact your hospital or health service
• use our online feedback form.
• Seek independent support: You can also talk to an independent organisation.

Who can provide feedback?

Anyone can give feedback — including:

• patients and carers
• family members, loved ones or visitors
• staff members or volunteers
• advocates, community organisations or health practitioners
• people who have observed something that did not feel right.

Feedback can be provided directly, anonymously or through a representative. If you decide to give feedback anonymously, we cannot provide you with a response.

Feedback is never linked to a health record.

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