Provide feedback

We welcome feedback as it helps us to know what we are doing well and where we need to improve. All feedback is passed on to the relevant manager for follow up.

I am a patient, family member or carer

If you're a patient, family member or carer, there are several ways you can provide feedback to us:

• Talk to the staff caring for you

Talk to the staff, healthcare team or manager of the area caring for you. This is often the quickest and most effective way to have your feedback addressed.

• Ask to speak to an Aboriginal Liaison Officer

If you are an Aboriginal patient you can speak with an Aboriginal Liaison Officer who is able to provide cultural, social and emotional support.

• Share your story online

You can share your story about your experience with WACHS publicly or anonymously via the Care Opinion website.

• Are you concerned for yourself or a loved one?

Call and Respond Early (CARE) Call is a way for patients, families and carers to receive or call for urgent assistance when they are concerned about a patient’s health and feel that the healthcare team has not fully recognised their changing health condition.

• Fill out a feedback form

Feedback forms are located in most patient areas. If you're unable to find one, ask a staff member.

Click on map to enlarge

• Phone or write to your regional WACHS office

Phone numbers and mailing addresses for each region can be found below:

If you're unsure about which region to contact you can email your feedback to WACHS.SafetyQualityPerformance@health.wa.gov.au.

I am a General Practitioner (GP) or other service provider

If you're a GP or service provider and your feedback or concern about your patient's wellbeing is:

I am neither of the above but would like to provide feedback

All other feedback can be provided via:

  • the Care Opinion website, either publicly or anonymously.
  • feedback forms located in most patient areas. If you're unable to find one, ask a staff member.
  • phoning or writing to your regional WACHS office, as listed above.

What happens after we receive your feedback?

Compliments are sent to the relevant staff members, their line manager and executive.

Complaints

All complaints are passed on to the relevant manager for follow up.

  • We will contact you as soon as possible
  • Your feedback will be recorded.
  • Your complaint will not be included in your medical record.
  • This information is filed separately and is confidential.
  • We will contact you to let you know we have received your complaint.
  • Your complaint will be investigated. This can take up to six weeks. If there are delays, we will let you know.
  • You will be given the name and contact details of a staff member to speak to during the process.
  • You will be informed of the outcome, either by letter or telephone, unless you indicate otherwise. You can then respond or ask for further information if you wish.
  • Making a complaint will not impact on any future care or treatment.

If you're still concerned or not satisfied with our response, you can contact The Health Consumers' Council or Health and Disability Services Complaints Office (HaDSCO). See more information below under 'Useful contacts'.

Useful contacts

Health Consumers' Council

The Health Consumers' Council provides external advocacy and support to patients, carers, and families with complaints processes.

Health and Disability Services Complaints Office

Health and Disability Services Complaints Office (HaDSCO) can provide an independent review of your health or disability service complaint (including mental health services), if you're unable to resolve your complaint with the health service.

Freedom of Information

The Western Australian Freedom of Information Act 1992 (the FOI Act) gives you the right to apply for access to documents held by the WA Country Health Service.

We can help you to obtain access to your requested information, and ensure that personal information we hold is accurate, complete, up to date and not misleading.

How to apply for access to information

The WA Country Health Service has Freedom of Information (FOI) coordinators and officers across Western Australia. They are designated to receive FOI applications and they can provide information regarding the nature and types of documents held.

Contact your regional office:

Or contact the Office of the Information Commissioner (Western Australia) for more information.

Western Australian Health Complaint Management Policy

The Western Australian Health Complaint Management Policy applies to all public health service providers in WA, for complaints lodged by a consumer of a public health service in WA, or their carer.

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