Metro North Hospital and Health Service values feedback from patients, carers, relatives or friends. It helps to improve the care we provide. At regular intervals we may seek feedback about patient experiences through surveys. We conduct surveys in different ways, including via text message after your appointment or hospital stay.

Suggestions for improvement

Suggestions for improving the services we provide are always welcomed. We will forward these to the relevant area for review and consideration.

Compliments

All staff appreciate great feedback.  We will ensure your compliment is directed to the right service, staff member or team.

Complaints and concerns

As a patient, carer, relative or friend using our service, you have the right to make a complaint about anything that did not meet your expectations. You may discuss your concerns with the staff involved or contact the Patient/Consumer Liaison service at the hospital or health service location you attended.

If you remain dissatisfied with the response you receive, or the actions taken to address your concerns, please let a staff member know so this can be escalated.  Alternatively, you can complete the online form below which will be forwarded to the relevant service or Hospital for follow up. If you have provided your contact details, we will contact you about your complaint or concern.

If you are not happy with the response from the hospital or health service, you can contact the Office of the Health Ombudsman (OHO), phone: 133 646, who will provide independent advice about your concerns.

Your privacy

We take your privacy seriously. Complaints are not recorded in medical records and we treat them with strict confidentiality.

If you are making a complaint on behalf of a friend or relative, we must gain consent from the patient to discuss their personal healthcare related information. The only exception to this is when a patient has an assessment as being unable to make their own decisions.

Get involved

For more information about how you can get involved with us to shape quality care visit Get involved.