We welcome your feedback about any part of our service/s.
Through hearing about your experience, we can know where we are doing well and learn about where we can improve. This helps us give you and everyone high quality, safe care.
If you have a concern, it is best to talk first with staff who are looking after you. You can also talk to the nurse or midwife in charge. Be assured any comments or feedback you give to us will not compromise the care you receive or that of your loved ones.
If you are still concerned and would like to make a complaint, you can ask to talk with a manager.
- You may give feedback to our Consumer Feedback team by filling out our online consumer feedback form.
Alternatively, you can contact the team by:
- Phone: (02) 5124 5932
- Email: HealthFeedback@act.gov.au
- ACT health App - select ‘Feedback’
- Or by filling out one of the ‘Consumer and Carer Feedback - We are Listening and Learning’ forms that can be found throughout our facilities.
Tell us if you would like a ‘Consumer and Carer Feedback - We are Listening and Learning’ form to be sent to you.
What to expect when you provide feedback
We aim to receive and register all feedback within five calendar days. The Consumer Feedback Team will let you know we have received your feedback and pass your comments on to the most appropriate team manager for their information or action. This may include:
- sharing your positive comments with our team members involved in your care to acknowledge and celebrate their commitment to positive patient experiences
- discussing your feedback with staff members who are best able to address your feedback
- responding to your feedback, by phone or in writing
- arranging for you to meet with staff to discuss your feedback
- informing you about the actions the hospital has taken to make improvements because of your feedback.
Our Consumer Feedback Team will aim to keep you up to date about the progress of your feedback. You may prefer to provide anonymous feedback. However, we are unable to respond to you about your concerns if we do not have your contact details.
If you have requested a response, we aim to contact you with a response within 35 calendar days.
If you are providing feedback on behalf of someone, we may not be able to share information about their care or treatment without their written consent.
If more information is needed to address your feedback, we will reach out to you using the contact information you provide to us.
Your feedback is valuable to us. It will be treated respectfully and fairly. Feedback is not stored on your medical record but on a separate system. The information collected will only be used to assist with following up your feedback and to inform any improvements to the way we deliver services and care.
What if I am not satisfied with the outcome?
When you provide feedback, we aim to address the concerns you raise in a constructive and transparent way. If you feel we have not fully addressed any concerns you have raised, we encourage you to let us know how else we can help you.
If you are not happy with the way your feedback has been dealt with or if you feel uncomfortable raising it with us directly, you can contact:
Health Services Commissioner
Phone: (02) 6205 2222
Email: human.rights@act.gov.au
Public Advocate of the ACT
Phone: (02) 6205 2222
Email: human.rights@act.gov.au
Patient Experience Surveys
You may receive an invitation to complete one of our Patient Experience Surveys after your care. We send these surveys by text message or email. They are confidential and allow you to be open and share your thoughts on the service/s provided to you or your loved one. They are available in 23 languages.