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 health service and ensure we’re providing the best experience for our patients, their families and carers.

Overview

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.

Where do I begin?

1. Talk to our staff

If you are staying in hospital, please raise your concerns with the staff caring for you or ask to speak to the nurse in charge.

2. Contact the Patient Experience Office

For other issues or if you remain dissatisfied after speaking to our staff, contact the Patient Experience Office.

How do I contact the Patient Experience Office?

You can provide feedback to the Patient Experience Office by:

Include the following information in your complaint:

  • provide the details of your concern/s
  • tell us about the outcome/s you would like
  • tell us if you would like a response.

How long will it take?

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.

What can I do if I’m still unhappy with the outcome?

If you’re dissatisfied with the response, you can contact the Health Complaints Commissioner (HCC) for free advice on 1300 582 113 or visit the HCC website for more information.

Mental Health consumers can contact the Mental Health Complaints Commissioner (MHCC) on 1800 246 054 or visit the MHCC website for more information.

How can I provide feedback in another language?

If you speak a language other than English and wish to provide feedback:

  • Contact the Patient Experience Office during business hours on 03 9496 3566.
    We can arrange a phone call with an interpreter if required.
  • Write to us in your own language and we will arrange for your letter to be translated.
  • Contact the Patient Experience Office to request a feedback form in one of the following languages:
    • Arabic
    • Bosnian
    • Greek
    • Italian
    • Macedonian
    • Serbian
    • Simplified Chinese
    • Vietnamese.

Can you give me assistance to provide feedback?

If you are deaf, hard of hearing or have a visual impairment, let us know the best way to communicate with you.

We can arrange video remote interpreters in Auslan, tactile deaf and blind and note taking to assist us to communicate with each other.

The Patient Experience Office also welcomes calls through the National Relay Service.

For more information about the National Relay Service, visit the NRS website or contact the NRS Helpdesk on 1800 555 660.

Contact us

Patient Experience Office

Phone: 03 9496 3566

Email: feedback@austin.org.au

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

Postal address

Patient Experience Office
Austin Health
PO Box 5555
Heidelberg VIC 3084

Feedback Form

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