Patient and Consumer Feedback
We welcome feedback from our patients, families and visitors. While everyone is pleased to hear compliments and praise, we also want to know if you have concerns about any of our services.
Despite our internal checks and balances, occasionally we are unaware that a process or service is not working efficiently, and this may only be recognised by our consumers. We rely on you to tell us when things go wrong as this will help us correct any shortcomings with our services.
Because we value your feedback we try to promote a 'complaint friendly' philosophy among our staff.
Who can provide feedback?
We accept feedback from anyone who has used our services, as well as from people not directly involved, such as visitors, community care workers or professional groups. Regardless of your connection with the Hospital, or with our consumers, we value your constructive feedback.
You are welcome to provide feedback on behalf of a consumer if they are hesitant or feel unable to do so for themselves for any reason. As a courtesy we ask you to obtain their consent.
We are extremely committed to privacy and confidentiality, so we may need to seek consent from the patient or their parent(s) before being able to respond to you.
You are welcome to provide feedback anonymously, however we may not be able to investigate your concerns fully if we are not able to discuss them with you.
How can I provide feedback?
To ensure the fastest and most direct response we invite you to contact the unit, department or ward concerned. They are in the best position to provide up to date information concerning processes, waiting times or reasons for particular decisions.
We recognise that some people find it difficult complaining to the area they wish to complain about. We also recognise that the WCH is a large hospital, and you may have had contact with several different areas, even on one day. You may not recall the name of a unit, department, ward or staff member you had contact with.
If you do not wish to contact the area directly, you are welcome to contact the Consumer Feedback Coordinator. You may provide your feedback by telephone, fax, letter or email.
Ms Carmela Zerella
Clinical Governance Unit
Clinical Governance Unit
Phone (08) 8161 6710
What if I am not satisfied with the response to my complaint?
If you make a complaint to the WCH and you do not feel it has been dealt with appropriately, or you feel you were not treated with dignity or respect, we invite you to contact the Consumer Feedback Coordinator or the office of the Chief Executive Officer (phone (08) 8161 7408). Alternatively, you have the right to contact the Health and Community Services Complaints Commissioner ph (08) 8226 8652 or the Office of the Minster for Health for further advice.
HCSCC Know your rights brochure (255Kb)