If a problem does arise tell the hospital staff. Usually they can resolve it immediately. If you would like further assistance, the hospital's Consumer Advocate is available to all patients, their relatives and their friends.
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Tell us what you think
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We welcome your comments, both positive and negative, about all aspects of your care at the Women's. This helps us to continually improve our services by letting us know what works well and what might need to change to improve the quality and safety of care.
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We aim to provide women with the best possible care at all times. If this is not your experience, you have the right to make a complaint. Please discuss any complaints or concerns that you have, no matter how big or small with the staff who are caring for you.
Usually, matters can be resolved immediately. If not, and you would like further assistance, you, your partner or your support person can contact the consumer advocate.
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The consumer advocate is available to all public and private patients attending the hospital.
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The Consumer Advocate can offer you support by:
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- confidentially discussing any concerns that you have, which may include issues with a service, staff members, care or treatment;
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- investigating your concerns; and
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- helping you resolve a problem.
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What wil happen when I make a formal complaint?
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The way your complaint is investigated will always be discussed with you first.
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The consumer advocate may:
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- discuss your complaint with the relevant staff
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- send you a letter of explanation and / or an apology from the hospital
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- arrange an appointment for you to discuss your experience and concerns with the staff involved
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- discuss with you actions that have resulted from your complaint; and
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- inform you of what steps have been taken to ensure your experience is not repeated.
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What will NOT happen when I make a formal complaint?
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If you make a complaint it is important to understand that:
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- the details of your complaint are not included on your medical record
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- it will not affect your care or treatment in the hospital
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- the issues are not discussed with anyody except the relevant staff
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- you will not be punished in any way or made to feel unwelcome in the hospital.
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How can I contact the consumer advocate?
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You can contact the consumer advocate while you are in hospital or when you go home.
It may take weeks or months before you to decide that you would like to make a complaint or express your concerns.
The consumer advocate is available Monday to Friday from 9am to 5pm, and can be contacted by email at consumer.advocate@thewomens.org.au
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What can I do if I am still not happy?
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The Health Services Commission is an independent agency available to everyone who has a complaint about a helath 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 Services Commissioner on (03) 8601 5222 or 1800 136 066.
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