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Compliments, complaints and suggestions

Do you have a compliment, complaint or suggestion?

The Darling Downs Hospital and Health Service (DDHHS) welcomes and appreciates the time you take to provide feedback. As a visitor, patient or consumer of our health service, you may have noticed things that we do well, or things that we could improve. If you have, please tell us about them by:

  • Speaking with a staff member who is caring for you or the manager of the unit/ward
  • Completing a “Do you have a compliment, complaint or suggestion” brochure which is available at all facilities within the DDHHS
  • Completing an online feedback form
  • Emailing the Consumer Liaison Service at consumer_liaison_ddhhs@health.qld.gov.au
  • Writing to Consumer Liaison Service, PMB 2, TOOWOOMBA QLD 4350
  • Phoning the Consumer Liaison Service on 07 4616 6152 or Mental Health Complaints on 07 4616 5126, Monday to Friday, 8.30am to 4.30pm

Compliments

Your compliments are always shared with the staff who provided your care, and positive feedback is appreciated and valued by our staff.

Suggestions for improvement

Suggestions for improving the services we provide are always welcomed. All suggestions will be taken to the appropriate forum for review, discussion and consideration.

Complaints and concerns

Telling us about your experience helps us identify areas that may need improvement and allows us to improve the quality of the service we provide.

You have the right to make a complaint about services you, or someone you know, received that did not meet your expectations. The care provided to you or your loved one will not be negatively affected by your decision to make a complaint. If you are making a complaint on behalf of someone else, we may need to contact that person for permission to investigate.

We 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.

We take your privacy seriously.  All complaints will be treated fairly and with upmost confidentiality. It is important to note that there will be no record of your complaint attached to your medical chart. In line with principles of Natural Justice, the persons complained about have the right to be informed and are given the opportunity to respond.

Steps to make a complaint

In the first instance, discuss your concerns with the staff member caring for you as this gives them an opportunity to fix the problem if they can. If you are not happy with their response, you can complete a “Do you have a compliment, complaint or suggestion?” brochure and leave it in the feedback box at your local hospital. Alternatively, you can ask to speak with a Nurse Unit Manager or equivalent of the area.

If you remain dissatisfied with the response you receive, you can choose to make a formal complaint by contacting the Consumer Liaison Service via the details listed on this page. You can provide feedback anonymously however we will not be able to provide you with an outcome.

Staff will endeavour to acknowledge your concerns within five (5) days and may contact you for further information. If you have raised an issue requiring an investigation, you should receive an outcome by phone or letter within 35 days. While every effort is made to complete investigations within this time frame, complex matters may extend beyond 35 days.

Once you have received your response, if you remain dissatisfied with the outcomes, you have the option to contact an external agency such as the Office of the Health Ombudsman who can conduct an external review. The Ombudsman is independent of the Darling Downs Hospital and Health Service and can be contacted on:

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

Resource links:

  • Office of the Health Ombudsman - The Office of the Health Ombudsman is Queensland’s independent health service complaints agency
  • Australian Charter of HealthCare Rights - The charter specifies the key rights of patients and consumers when seeking or receiving healthcare services
  • Ryan's Rule - Ryan’s Rule provides patients and families a clear process to follow if they are concerned about a patient in hospital who is getting worse, not doing as well as expected, or not improving.
Last updated: 27 June 2018