Visitors are currently not permitted at Austin Health sites. Find out more about our visitor restrictions and exemptions.
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.
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.
For other issues or if you remain dissatisfied after speaking to our staff, contact the Patient Experience Office.
You can provide feedback to the Patient Experience Office by:
Include the following information in your complaint:
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’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.
If you speak a language other than English and wish 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.
Phone: 03 9496 3566
Open hours: Monday to Friday, 9am to 4pm
Patient Experience Office
PO Box 5555
Heidelberg VIC 3084