What will happen when I make a formal complaint?
The way your complaint is investigated will always be discussed with you first. Consumer Liaison may:
- discuss your complaint with the relevant staff
- send you a letter of explanation and / or an apology from the hospital
- arrange an appointment for you to discuss your experience and concerns with a senior staff member/manager
- discuss with you actions that have resulted from your complaint
- inform you of what steps have been taken to ensure your experience is not repeated
What will not happen when I make a formal complaint?
If you make a complaint it is important to understand that:
- the details of your complaint are not included on your medical record
- it will not affect your care or treatment in the hospital
- the issues are not discussed with anybody except the relevant staff
- you will not be punished in any way or made to feel unwelcome in the hospital
What can I do if I am still not happy?
The Health Complaints Commissioner is an independent agency available to everyone who has a complaint about a health service provider in Victoria.
Problems are usually best solved when and where they happen. If you are not happy with the result, you can contact the Health Complaints Commissioner.
