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 services.
Your feedback is important
We encourage patients, consumers, families, carers and the community to provide us with feedback on what we can do to make our health services better. Feedback from the people who use our services provides an opportunity to observe the quality of health care from a visitor’s perspective.
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 services contacts is available here: Your feedback is important (PDF 160KB) – consumer feedback process and contacts for health sites.
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:
- Safety Learning System (SLS) Consumer feedback user guide (PDF 5MB)
- Consumer feedback and complaints management toolkit contents page (PDF 188KB)
- National health complaints categories and subcategory definitions (PDF 31KB) - Appendix 1
- Consumer feedback and complaints management process flowchart (PDF 10KB) - Appendix 2
- Complaints severity assessment code matrix (PDF 26KB) - Appendix 3
- SA Health consumer feedback and complaints management data collection (PDF 7KB) - Appendix 4
- Complaints management and self-assessment guide (PDF 37KB) - Appendix 5
- HCSCC Charter of Rights alignment to the national health complaints categories and sub-category (PDF 180KB) - Appendix 6
SA Health 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.
The SA Health Consumer Feedback and Complaints Management Policy Directive, Guideline and Toolkit are aligned to the Department of the Premier and Cabinet (DPC) Circular 039 – Complaint management in the South Australian Public Sector (PDF 153KB).
The DPC circular ensures that all SA public sector agencies establish and maintain an effective complaint management system (CMS) that conforms to the principles in the Australian/New Zealand Standard: Guidelines for Complaint Management in Organisations (AS/NZS 10002:2014).
Safety and Quality Unit
Telephone: 8226 2567