Skip links and keyboard navigation

CQ Health compliments and complaints

Tell us about your experience

At Central Queensland Hospital and Health Service (CQ Health) all feedback about your visit to our hospitals and health facilities is valued and welcomed. It is important to us and helps us understand what we are getting right and which areas we need to improve.

Telling us about your experience helps us identify what is working well, and what areas may need improvement.

We recognise your right to make a complaint and to have it investigated fairly. We assure you that the care provided to you or your loved one will not be affected by your decision to make a complaint. We also recognise your rights to have your culture, beliefs and values respected. If you need an interpreter (language or signing), please advise us and it will be arranged for you.

Share a compliment

If you are happy with the treatment you received or something or someone has impressed you, you can:

  • Share your compliment in person with the health service staff at the time
  • Complete a compliments and complaints form
    (Paper forms are available at our hospital reception desks or nursing stations, or you can complete the form online) or
  • Contact our Consumer Feedback Service on 1300 030 909 or email CQHHSConsumerFeedback@health.qld.gov.au

Compliments will be forwarded to relevant staff and their supervisors.

If there is a problem

We want to hear from; you can get in touch with us in the following ways:

  • Go local first: Contact the hospital, facility or service in question. Talking to the nurse manager, doctor or health professional of the area is often the easiest and quickest way to resolve the problem.
  • Act quickly: Talk to someone as soon as possible, as the longer you wait the less clear facts tend to become and the harder it can be to find a solution.
  • Complete a compliments and complaints form: Paper forms are available at our hospital reception desks or nursing stations, or you can complete the form online.
  • Contact our Consumer Feedback Service on 1300 030 909 or email CQHHSConsumerFeedback@health.qld.gov.au

The Consumer Feedback Service will acknowledge your complaint within five (5) working days and forward your complaint to the right person. Someone from the hospital or service will make contact with you.

Your complaint will be dealt with in a confidential manner and will only be discussed with the people directly involved. Your complaint will not be kept on your medical record.

Health Ombudsman

You also have the option of contacting the Office of the Health Ombudsman. The Ombudsman is independent from Central Queensland Hospital and Health Service and can be contacted by:

Online: www.oho.qld.gov.au

Phone: 133 OHO (133 646)

Email: info@oho.qld.gov.au

Post: PO Box 13281 George St, Brisbane QLD 4003

Complaints about corrupt conduct

CQ Health complies with the Crime and Corruption Act 2001 for any complaint involving a reasonable suspicion of corrupt conduct.

Where the suspicion relates to the Health Service Chief Executive the following policy applies:
Complaints about the Public Official: Section 48A of the Crime and Corruption Act 2001 (PDF 194 kB)

Your privacy

We take your privacy seriously. It is important to note that there will be no record of your complaint attached to your medical chart. All complaints are treated with the utmost confidentiality at all times.

Last updated: 15 August 2019

Contact

To provide feedback on your experience with Central Queensland Hospital and Health Service (CQ Health) contact:

CQ Health
Consumer Feedback Service

Phone 1300 030 909
Email CQHHSConsumerFeedback@health.qld.gov.au

Complete the online form