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Patient Feedback Service - Compliments, complaints, suggestions or enquiries

Townsville Hospital and Health Service welcomes your feedback. Patient care is the centre of everything we do and we are keen to understand what the process of receiving care feels like for our patients.

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.

Your feedback provides us with an opportunity to continually improve the delivery of healthcare we provide.

The patient feedback service (PFS) is committed to providing a quality customer service and provides a responsive, high quality complaint, suggestion and compliment management service. 

Please contact us: 

Complete a ‘Please Tell Us’ brochure or complete the online form – for all compliments,  complaints, suggestions and enquiries.


Phone: 4433 1074 to speak with a Patient Feedback Officer (Mon-Fri) 

Write to us at PO Box 670 Townsville Q 4810.

Read more about the complaints processes for other public or private hospitals


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

As a client of the Townsville Hospital and Health Service, you have the right to make a complaint about services you, or someone you know, received that did not meet your expectations.

In the first instance, discuss your concerns with the staff member that administered your health care or the facility manager at the location.

If you are still unsatisfied with the response you receive, you can choose to make a formal complaint with the “Please Tell Us” brochure which is available at all our facilities and on-line, complete the online form or by contacting the Patient Liaison Service on the contact details above.  

All complaints are responded to, and any opportunities for improvement identified during this review are addressed and appropriate action taken.  

If you have provided your contact details, we will contact you about the matters raised.

Your privacy

We take your privacy seriously. No record of your complaint will be attached to your medical record. All complaints are treated with the utmost confidentiality.  In line with principles of Natural Justice, the persons complained about have the right to be informed and are given the opportunity to respond.

If you are making a complaint on behalf of a friend or relative, we may need to contact that person for permission.

Last updated: 5 September 2018