Patient Experience describes what receiving care feels like for that patient, their family and carers. It refers to the quality and value of our interactions – direct and indirect, clinical and non-clinical – spanning the whole of patient’s journey.
Northern Health understands the importance of providing a way for patients and families to discuss their experience. We have a dedicated Patient Experience Team to manage feedback from patients and families.
Patient Experience Coordinators work with patients and/or families to identify the appropriate health care team or teams to respond to any concerns raised.
All feedback is recorded and the information provided to the appropriate teams within Northern Health, including the Executive team and Members of the Board. Providing feedback will not impact on the way you are treated and can be made anonymously.
It provides the opportunity for improvement via education, training and changes to our processes to or those areas identified via patient feedback.
It also allows us to thank those staff that work so hard to look after our patients with exceptional care.
What happens next?
If you have requested a response, then you will be contacted by a Patient Experience Coordinator who will confirm your feedback has been received.
They will discuss the details of your concern and how you would like the matter to be resolved and monitor the outcome of your feedback until the matter is concluded.
How long will it take to receive an outcome for a complaint?
We aim to provide an outcome to most complaints within 10-14 days although more complex complaints may take up to 30 days. The Patient Experience Team will keep you updated if there are likely to be further delays.
What can I do if I’m still unhappy with the outcome?
If you’re dissatisfied with the response, you can escalate your issue to the Health Complaints Commissioner for free advice. Mental health consumers can contact the Mental Health Complaint Commissioner.
Aged care residents of their families can contact the Aged Care Commission.
Related information
Health Complaints Commissioner 1300 582 113
Mental Health Complaint Commissioner 1800 246 054
Aged Care Commissioner 1800 951 822
Patient Experience Office
185 Cooper Street, Epping 3076
(03) 8405 2457
