A nurse checks on a patient in the cancer ward

Departments

Complaints management

What is the complaints management process?

The complaints management process is a formal way of recording and reporting complaints and feedback to improve the patient and family experience. At Austin Health we take complaints very seriously and use this feedback to improve services.

 

Definition of a complaint

A complaint is any expression of dissatisfaction relating to any aspect of care provided by Austin Health.

This can be lodged directly by the patient or, with the patient’s consent, can be made on behalf of the patient by any interested person such as a relative, carer or general practitioner.

Confidentiality

All data and files concerned with the complaints process are maintained securely and details of complaints are not include in the patient's record.

How to make a complaint or raise a concern

If you are an inpatient:

  1. Talk to your nurse or doctor
  2. If you are not satisfied, speak with the nurse in charge
  3. If you are still not satisfied, speak with the nurse unit manager
  4. If you still wish to make a formal complaint, complete the form below or speak with the Austin Health consumer liaison officer in the Centre for Patient Experience on 9496 3566.

You can also fill in a 'My Say' form.

If you are not an inpatient:

  1. Fill in a 'My Say' form or
  2. Complete the form below or
  3. Speak with the Austin Health consumer liaison officer in the Centre for Patient Experience on 9496 3566.

Formal Complaint Form

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