Consumer Liaison
At the RCH we strive to achieve a consistent and great experience for every patient every family every time, that is
- collaborative
- informed
- responsive
- streamlined
- safe
Patients Rights
Health Care organisations are required to provide a statement with regards Patient Rights. At The Royal Children's Hospital this takes the form of The Australian Charter of Healthcare Rights (PDF). Access this information in other languages via the following link The Australian Charter of Healthcare Rights.
Managing Feedback - Compliments and Complaints from Patients, Families and Carers
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.
I am happy with the service/care provided
We are also happy to receive your positive feedback regarding the services / care provided. This valuable feedback will be forwarded to the relevant staff and their managers.
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. Please leave a message and your call will be responded to within two business days.
I prefer to put my feedback in writing
If it would be easier for you to write your concerns down, you can do this in the form of a letter or you can complete the Consumer Feedback Form (online) or Consumer Feedback Form (printable) and forward it to:
Consumer Liaison Officer
Quality Unit
Royal Children's Hospital
50 Flemington Rd
Parkville
Victoria 3052
or Fax (03) 9345 4650
or E-mail clo@rch.org.au
Unhappy with response from the Royal Children's Hospital
If you are unhappy with the response received from the Royal Children's Hospital, please relodge your complaint with Office of the Health Services Commissioner. This 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.
Links
- Department of the Health Services Commissioner www.health.vic.gov.au/hsc/
- Consumer Feedback - 10 DOT POINTS
- Consumer Liaison Office Complaints Process
