Consumer Liaison

Patients Rights

Health Care organisations are required to provide a statement with regards Patient Rights. The Royal Children’s Hospital has such a statement. It is the form of our Rights and Responsibilities titled What patient and families can expect at The Royal Children's Hospital The patients right to complain is not always accepted by some Health care professionals, however it is recognised that an effective complaints process can, provide our consumers with an avenue to gain redress and enable us to enhance our pursuit of quality

Inherent in our customer’s right to complain is the fact that the complaint relates to his/her own particular experience and how that compares with his/her expectations

Making a complaint involves making an accusation, if only implicitly, that we have failed to meet our customers expected standards. The interaction between the complainant and the hospital can become emotionally charged. A complaint can bring about a defensive response.

Providing Feedback and Complaints

It is nice for our staff to know that his/her care is appreciated, and we welcome any suggestions you may have.

Please complete the Consumer Feedback Form (Word)

I am unhappy with the service/care provided

It is your right to speak out about the services / care provided, and to know that your issues will be taken seriously. You will not be discriminated against because you have spoken out and expressed your concerns.

We are aware that there are times when patients and families are less than happy with the services / care provided. It is important that we are informed of such events. The information you provide enables us to improve the services and care to families.

Who can I speak to?

Wherever possible we encourage you to resolve your concerns directly with the person, ward or department. Your first step is to discuss your issues with them. We are aware that at times this can be difficult and the Consumer Liaison Officer is available to assist you with this.

The Consumer Liaison Officer can be contacted on (03) 9345 5676

I don't want to speak to anyone

If it would be easier for you to write your concerns down, your can do this in the form of a letter or your can complete the Consumer Feedback Form and forward it to:

Judith Smith
Consumer Liaison Officer
Clinical Quality & Safety
Royal Children's Hospital
Flemington Rd
Parkville
Victoria 3052

or Fax (03) 9345 5050

or E-mail judith.smith@rch.org.au

I don't want to speak to anyone at the hospital

The Health Services Commissioner who is an independent statutory authority established to receive and resolve complaints about health service providers. This is a free service and confidential.

Tel: (03) 8601 5200
Toll Free: 1800 136 066
Fax: (03) 8601 5219
E-mail: hsc@dhs.vic.gov.au
Website: www.health.vic.gov.au/hsc

I want to remain anonymous

Anonymous feedback is welcome; you do not need to provide your name or your child's name. Please note that in some situations, additional detail may be required to fully investigate.