Patients & visitors
Providing feedback
Providing feedback
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We’re committed to providing our patients with reliable, safe, person centered care.
We welcome and value your compliments, complaints and suggestions. 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 us
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.
If, after speaking with staff, you are not satisfied or would feel more comfortable talking to someone else, please contact the Patient Experience Team.
How to provide feedback
Complete our online feedback form
Use our online feedback form to provide your compliments, complaints and suggestions.
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.
Email or write to us
Email your feedback to our Patient Experience Team on feedback@austin.org.au.
You can also send your written feedback to:
The Patient Experience Team
Austin Health
PO Box 5555
Heidelberg VIC 3084
For more guidance on what to include in your complaint, see: information to include in your complaint.
Call us
Phone: 03 9496 3566
Open hours: Monday to Friday, 9am to 4pm (excluding public holidays)
- If the Patient Experience Team do not answer the phone, please leave a message and we will endeavour to return your phone call within one working day.
- When leaving a message, please provide us with your name, contact number and a brief description of your concern.
- If we need to contact you, it will be from a private number. For privacy reasons, we cannot leave a message, unless your voicemail clearly identifies who you are.
How we will respond
We aim to acknowledge all written feedback within two working days. If you have not received acknowledgement of your feedback, please contact the Patient Experience Team.
For more information about what happens when we receive a complaint or if you are not satisfied with the outcome of your complaint, see: our complaints process.
Related content
Download our fact sheet
You can also download our feedback FAQs fact sheet.
Links and downloads
- Feedback - Frequently Asked Questions (PDF - 279.9 KB)
