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Consumer Feedback

Compliments, Suggestions & Complaints

Patient feedback is important as it helps us to identify areas for improvement. If you have a compliment, complaint or suggestion and would like to notify us, please complete the online feedback form below or contact us by phone / mail.

Our guarantee to you is that:

  • all compliments will be fed back to the relevant areas and shared with staff
  • all suggestions will be taken to the appropriate forum for review, discussion and consideration
  • all complaints will be reviewed and you will be informed of any action taken and/or decisions made

Complaints Management

As a patient of the Cairns and Hinterland Hospital and Health Service, you have the right to make a complaint about services that have not met your expectations.  This feedback may be submitted with regard to your experience, or on behalf of someone that you know.  

In the first instance, it is recommended that you discuss your concerns with the staff member that administered your health care or the unit/facility manager at the location.

If you remain unhappy with the response you receive, you can choose to make a formal complaint with our service.  Complaints can be made by contacting us via the details listed on this page, by completing the Patient Feedback form (available at all facilities and on this page under the ‘Resources’ section), or by completing our electronic form below.  

Upon submission of a complaint, you will receive an acknowledgment of your concerns within 5 days, an internal review will commence, and a response will be provided to you within 35 days of submission.  The complaint resolution process aims to identify opportunities for improvement and to ensure appropriate action is taken to address issues identified in the complaints management process.

Once you have received your response, if you remain dissatisfied with the outcomes, you have the option to request an internal review or to contact an external agency such as the Office of the Health Ombudsman

Required fields are marked with an asterisk (*).

Do you wish to remain anonymous *
Date of birth
Is this being lodged on behalf of someone else *
Patient's date of birth
Date occurred
(if applicable)
(please provide as much detail as possible)
Do you wish to be contacted with the outcomes *

Complaint Resolution

The Public Service Act 2008 requires that we publish information in relation to complaints received by Cairns and Hinterland Hospital and Health Service.

2016/17
Total Compliments received1,472
Total Complaints Received1,124
Complaints Acknowledged Within 5 Days88.75%
Complaints Resolved Within 35 Days83.7%
Complaints Resulting in Further Action713
Complaints Resulting in No Further Action411
Last updated: 1 December 2016