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Consumer feedback and complaints management

Consumer feedback and complaints provide an opportunity to observe the quality of health care from the perspective of consumers and carers. It also assists in directing improvement in the quality of these services.

Policy Directive

The Consumer Feedback and Complaints Management Policy Directive (PDF 209 KB) assists in addressing consumer feedback and complaints. This documents along with several other tools, ensure a consistent approach to feedback and complaints management.

Guideline and toolkit

A Guideline and Toolkit (PDF 513 KB) has been developed to assist staff with the consumer feedback and complaints process. The following tools are included:

Your feedback is important

We encourage patients, consumers, families, carers and the community to provide us with feedback. We want to hear what is good, what is bad and what we can do to make the health care services better.

Consumer feedback and raising concerns provide an opportunity to observe the quality of health care from the perspective of all patients, consumers and carers.
It also assists in directing improvement in the quality of health services.

In the first instance, please talk to a staff member at the point of care.  If you feel your feedback or concern has not been resolved, a list of health site contacts and telephone numbers is provided below.

Your feedback is important – consumer feedback process and contacts for health sites (PDF 152KB)

Contact

Pat Ranieri, Senior Project Officer
Telephone: (08) 8226 2567

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