In this section
Online consumer feedback form
The Royal Children’s Hospital (RCH) is committed to providing great care everywhere. It’s part of our strategic plan. We aim to provide our patients and their families with the best care possible.
The RCH welcomes feedback - both positive and negative - as a way to help continually improve the services we provide. We’d love to know what you think.
have had a wonderful experience and wish to share it with us by providing
a compliment. All of our staff members appreciate knowing when their efforts to
provide great care have been noticed.
To provide a compliment, click on the feedback button and complete the form. Your feedback will be send to the relevant department.
At times, your experience at the RCH may not meet your expectations. We encourage you to let us know. When you raise your concerns with us, we find out where we can improve and we can perform better in the future for your next experience, as well as
for other patients and their families, too.
If the patient is old enough? We warmly welcome feedback from children and young people. Parents and guardians are encouraged to support their child to provide feedback, too. Family members who are not our patient’s guardian, and community members, too, are welcome to provide feedback -
however, privacy laws prevent the RCH from discussing details with anyone other than the child’s parent or guardian.
Please note, feedback is most effective when it is received in an appropriate and non-intimidating or threatening manner. The RCH will not tolerate aggression towards staff in either verbal or written form.
Speak to someone straight away:
Should you feel your concerns have not been satisfactorily addressed, please contact the Consumer Liaison Officer (CLO) via the online consumer feedback form (blue button) above. The CLO can also be contacted via email (
by completing the consumer feedback form available in paper copy on the ward or telephone (9345 5676). The office operates between 9am-4pm on weekdays. If your call is not answered, please leave a detailed message and a CLO will return your call as soon as
possible. When leaving a message please provide us with a name, contact number and a brief description of your concern.
The CLO will forward your complaint to the most appropriate person to investigate and follow up on the concerns you have raised. This might include:
The CLO monitors the progress of all complaints and can assist in following up the relevant department to address your concerns. The CLO will keep you up-to-date about the progress of your complaint.
Absolutely not. Complaints are not stored with the patient’s medical record, they are recorded in a separate complaints management system. Your complaint will not adversely affect your child’s treatment or care in the hospital in any way. You and your child will not be treated unfairly, judged or
experience retribution as a result of making a complaint
The RCH aims to provide you with a resolution to your feedback within 30 business days. This timeframe may be longer if the issues are complex, or if multiple departments need to respond. The RCH invites you to contact the CLO via email
firstname.lastname@example.org or by calling 9345 5676 for an update on the progress of resolving your complaint.
Anonymous feedback is welcome; you do not need to provide your name or your child's name. However, without these details, we will not be able to inform you about the improvements we were able to make as a result of your feedback.
The information we collect to address your complaint will only be used for the purpose of resolving the complaint and providing feedback to you. If you would like to read more about our
If you are the legal guardian of the child who is the subject of your complaint, the RCH can correspond with you and provide information related to your complaint. However, if you are NOT the legal guardian, we will require consent to provide you with
information regarding the child. The CLO will make contact with the legal guardian to seek consent to share information. The CLO is bound by any Court Orders, legal or privacy requirements in place regarding the child’s care or your complaint.
Should you require an interpreter to assist in lodging or receiving responses about your complaint, please make the CLO aware and a translator can be arranged. If you need assistance in lodging your complaint, the CLO can assist you over the phone to summarise
your complaint and ensure that it is sent to the correct department.
Once the RCH has made a formal response, you can further pursue your complaint if you feel that your feedback has not been dealt with to your satisfaction. Your options include:
Patient Advocate can be accessed by external services such as
Patient Advocates Australia.
Health Care organisations are required to provide a statement regarding patient rights. At the RCH we use
The Australian Charter of Healthcare Rights. To access this information in other