Your feedback

​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​On this page

  1. Compliments​
  2. Complaints​
  3. Information to include​
  4. Submit your feedback​
  5. Who to contact​​​

Your feedback helps NSW Health ensure it provides the best care possible to patients and the community. This page has information on providing compliments, complaints and general feedback on health services. ​

Compliments​

​​Many patients are very satisfied with their health care, and our staff like knowing you’re pleased with the support and service they provide. We use these examples to share good practise among NSW Health staff​. 

Compliments help boost morale and enco​urage staff to always provide exc​ellent service. You can provide a compliment about your experience by:

  • ​Contacting a publ​ic hospital to let them know about the excellent service you received from our health care teams or from an individual staff member. ​
  • Visit our feedback​ page if you would like to pass on your compliment via email.​​​

Complaints​

Experience shows complaints are best resolved at your local hospital as it helps maintain good relationships with health service providers. 

We suggest discussing concerns or complaints with your health service provider in person or on the phone. Provide as much detail as you can and ask if they can help.

​See Who to contact​​​​​ for reaching a complaints officer or local health district if you're not satisfied with the local health provider's response.

Information to include​​

We understand some issues can be upsetting or distressing, but it's important to be calm and clear about your concerns to help ensure they are effectively ​addressed. 

You may like to keep a note of the following to help your complaint:

  • time and date of your discussions
  • what was discussed
  • outcomes of the conversation
  • what agreements were reached, if any.​​

The Australian Commission on Safety and Quality in Health Care​​ also has practical tips and advice​ to help you navigate the process and ensure your complaint is addressed.

Submit your feedback​

See ​Who to contact​​ for providing feedback on private health services, contacting a local complaints officer or health district, or for links to other indepen​dent agencies that recieve complaints about health services.

​ Submit feedback

​Who to contact

  • Hospital complaints officer

    You can contact the hospital's designated complaints officer if you don't feel comfortable discussing your concern with the manager or those involved. Find your public hospital for contact details of their complaints contact officer. 

    The complaints contact officer will ask you questions to:

    • ​identify the main concerns you have about the care you received
    • assist with any specific needs you may have while in hospital
    • answer any questions you have about services, hospital policies and procedures
    • ensure your complaint is treated confidentially
    • keep you informed about the process and outcome of your complaint.

    Complaints contact officers are available during business hours, Monday to Friday. For assistance outside of these hours, contact the Director of Nursing and Midwifery or senior nurse on duty.

    If you are contacting by telephone, ask to speak with the designated complaints officer for the hospital.​

    ​Local health district​ Director of Clinical Governance​

    ​​​​To complain about a community or non hospital-based service or if you are not satisfied with how a complaint has been managed, you can put your concern in writing to the Director of Clinical Governance of your local health district.

    In your letter, set out clearly and accurately what happened, when it happened and what your concerns are. Tell the health service provider what you would like them to do about your concerns. Keep a copy of the letter for your records.​​

    ​

  • ​​Health Care Complaints Commission

    The Health Care Complaints Co​mmission​​ is independent of the public health system. I​t receives and assesses complaints about health care practitioners and health care services (generally referred to as health service providers). Anyone can lodge a complaint with the Commission.

    The Commission will explain the process of making a complaint and provide assistance if you need it. Complaints must be in writing and may be made about the professional conduct of a health service provider that affects the care and treatment of an individual.​

    If you prefer a language other than English ring the Commission via their Telephone Interpreter Service on 131 450. ​

    NSW Ombudsman

    While the Health Care Complaints Commission has a focus on complaints about treatment and other clinical issues,​​the NSW Ombudsman​ can receive complaints about administrative conduct in the public health sy​stem​

  • ​Contact one of the following if you have a concern about treatment that you or someone you know has received from private health services.​

    National Health Services Directory​ for treatment in a private hospital find the relevant private hospital.

    Aged Care Complaints Commissioner for healthcare in a Commonwealth-funded aged-care service

    Medical Council of New South Wales​​ for treatment by a general practitioner (GP) in private practice

    NSW Health Professional Councils Authority​​​​ for treatment by other health professionals in private practice, including

    • ​chiropractors
    • dentists, dental hygienists, dental prosthetists, oral health therapists and dental therapists
    • nurses and midwives, including enrolled nurses
    • optometrists
    • osteopaths
    • pharmacists
    • physiotherapists
    • podiatrists
    • psychologists​​​​

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Current as at: Thursday 14 November 2024
Contact page owner: NSW Ministry of Health