Northern Health aims to provide the best possible care. We need your help to keep improving our care and provide a positive patient experience.
We would like to hear about your experience so we can understand what we did well or what we could have done better.
There may be a staff member you want to thank for the care they provided or perhaps your feel there is something that upset you.
Your feedback could be a compliment, a complaint or a suggestion.
Northern Health cares for the wellbeing of our staff and patients. Please be respectful towards our staff. Abusive behaviour, violence or threats of violence over the phone or in person are unacceptable.
If our staff feel they are being treated in an aggressive manner, they have the authority to end the telephone call or to report to security services and, if necessary, the police.
Timeframes for Lodging a Complaint
Complaints about our health services can be lodged within 12 months of receiving care, in accordance with the Health Complaints Act 2016 and guidance from the Health Complaints Commissioner.
We understand that circumstances can vary, and complaints received outside this timeframe may still be considered in the following situations:
- The complaint involves a young person
- Extenuating circumstances prevented the complaint from being lodged sooner
If you are unsure whether your complaint falls within the accepted timeframe, we encourage you to contact us to discuss your situation.
Talk to us in person
We would like to know if you are unhappy with your care so please don’t wait until after you leave to raise your concerns. Let us know how we can improve your experience.
It is best to talk with us as soon as possible.
- Start by speaking to the staff member or clinician looking after you or ask to speak to the Manager or Nurse in Charge
- There is the option to request discussing your concerns with the Manager or the Medical Consultant in charge of your care
- If you have tried speaking to our staff, and have not been able to resolve your concerns, please contact the Patient Experience Office.
In writing
Feedback can be directed to the Patient Experience Office using the following options:
- Mail: Patient Experience Office, 185 Cooper Street, Epping 3076
You can provide your feedback in your language in the online form below:
By phone
If you would like to speak with a Patient Experience Coordinator about your experience, or a family members experience:
