At Northern Health, we believe your experience is more than just the care you receive. It’s about how that care feels to you and your loved ones. It reflects the quality of every interaction, whether clinical or non-clinical, direct, or indirect, throughout the entire healthcare journey. That’s why we’re committed to making sure you feel supported, safe and respected.
We are committed to listening and learning from our patients, families, and carers. Our dedicated Patient Experience Team is here to support you, by managing your feedback and help connect you with the right teams so your concerns or questions are heard.
All feedback provided is carefully reviewed and will not impact the care that you receive. You can also submit feedback anonymously, or ask for your details not to be shared.
Your feedback makes a real difference as your voice helps us identify how we can improve our care. Feedback leads to changes in our processes, how we communicate, how we train our staff and how we deliver care. It also helps us recognise and celebrate the staff who go above and beyond to provide exceptional care.
What happens next?
Once you’ve submitted your feedback, a Patient Experience Coordinator will contact you to confirm it has been received. They’ll work with you to understand the details of your concern, discuss how you’d like the issue resolved, and support you throughout the process.
How long will it take?
We aim to resolve most complaints within 10 to 14 days. However, more complex matters may take up to 30 days. If there are any significant and unavoidable delays, the Patient Experience Team will keep you informed and updated on the progress.
Still unhappy with the outcome?
If you’re not satisfied with the response, you have options to escalate your concern:
- Health Complaints Commissioner – for free, independent advice
- Mental Health Complaints Commissioner – for mental health consumers.
- Aged Care Commission – for aged care residents and their families.
Each organisation provides support and guidance to help ensure your voice is heard.
