What we do with your feedback

​​​​​​​​​​​​​​​​​​Every voice matters. By sharing your experiences — positive or negative — you help us create a kinder, safer and more respectful health system for everyone.

We review every piece of feedback and use it to make our delivery of care better.

We promise to:

• Acknowledge – We will confirm we have received your feedback.
• Review – We will look carefully at what you have told us.
• Respond – We will let you know the outcome or changes we will make.
• Learn – We will share feedback with staff so they can learn and improve.
• Recognise – We will pass compliments on to the teams involved.
• Improve the NSW Health system– We track and report on themes and use these to guide broader changes.

What happens next

Timeframes for our formal complaints process

We will let you know that we have received your complaint within 5 working days.

You will hear back with an outcome within 35 working days. If it takes longer, we will explain why and keep you updated.

We will always listen to your experience, understand what happened and share what we are doing to stop it happening again.

If you are not satisfied

If you are not happy with how your complaint was managed, or you disagree with the outcome, you can:

• ask for your complaint to be reviewed by a higher level of the health service
• contact any of the independent organisations.

Independent organisations

More information

• Consumer feedback reports
• Complaints management
• NSW Government Customer Commitments - State of the Customer