The cover photo from our Consumer Engagement Plan - Allied Health Assistant Anton Harrington in the Accessible Kitchen GardenThe cover photo from our Consumer Engagement Plan - Allied Health Assistant Anton Harrington in the Accessible Kitchen GardenThe cover photo from our Consumer Engagement Plan - Allied Health Assistant Anton Harrington in the Accessible Kitchen Garden

Patients & visitors

Providing feedback

Providing feedback

Your feedback helps us improve our services and provide a better experience for patients, families and carers.

We’re committed to providing our patients with reliable, safe, person centered care.

We welcome and value your feedback because it helps us know what we are doing well and where we need to improve.

We would like the opportunity to resolve any concerns regarding your experience.

Talk to our staff

If you are staying in hospital, your first step is to talk with the staff caring for you or ask to speak to the nurse in charge.

Complete our paper feedback form

There are paper feedback forms located at the main entrances at all our sites. Put your completed form in the feedback box. 

Contact our Patient Experience Team

You can also provide feedback by writing to or calling our Patient Experience Team. Our contact details are listed below.

If you are providing written feedback please include the following information:

  • the details of your concern/s
  • what outcome you would like
  • if you would like a response.

Our Patient Experience Team can also help if you need to:

How we will respond

We will acknowledge your feedback when it is received.

Most concerns can be addressed within a few days. More complex matters may take a number of weeks.

We’ll keep you updated if there may be a delay.

If you are not happy with the outcome

If you’re not happy with our response, you can contact the Health Complaints Commissioner (HCC) for free advice. For more information:

Mental health consumers can contact the Mental Health Complaints Commissioner (MHCC). For more information:

Contact us

Patient Experience Team

Phone: 03 9496 3566

Email: feedback@austin.org.au

Open hours: Monday to Friday, 9am to 4pm

Postal address

Patient Experience Team 
Austin Health
PO Box 5555
Heidelberg VIC 3084