Provide feedback
Ways to let us know about your experience
Your voice matters and we appreciate you taking the time to share your experiences with our country health services. It helps us to better understand your needs, what we are doing well, and where we could improve.
These are the ways you can provide feedback:
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Speak to a staff memberShare your experience with the staff caring for you or your person. |
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Feedback formThere are two ways you can complete a feedback form:
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Send us an emailContact your regional administration office or send an email through to WACHS.SafetyQualityPerformance@health.wa.gov.au. |
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Share your story onlineYou can share your experience publicly or anonymously via Care Opinion. |
Frequently asked questions
What do we do with compliments?
We love to hear when one of our staff or teams have been outstanding in the way that they have cared for you or your loved ones.
All compliments are shared with the staff member or team mentioned, and sometimes we share them internally and externally (with your permission).
What do we do with complaints?
Once we have received your feedback, we may contact you to talk to you about your experience in more detail.
We aim to acknowledge complaints within five working days, then investigate and respond to them within 30 working days.
If there is a delay due to the complexity of your feedback, we will let you know.
What should I include in my complaint?
When you write to us, please include the following information.
- Your contact information
- Details about what went wrong, who was involved, when it happened, and what area of the service was involved.
- The solution you are seeking/hoping for (for example an explanation or apology).
- Any other information you think is important for us to know.
This helps us to assess your complaint.
What if I am not satisfied with the outcome of my complaint?
If you are not happy with the outcome of your complaint, you can get back in touch with us via one of our regional administration teams or via wachs.safetyqualityandperformance@health.wa.gov.au.
Alternatively, you can lodge your complaint with the Health and Disability Services Complaints Office (HaDSCO) by emailing mail@hadsco.wa.gov.au or calling (08) 6551 7620.
Who could support me to make a complaint?
If you need support to make your complaint, you can ask a family member, carer, friend, advocate or any other support person in your life to help you with the process.
There are also advocacy services that may be able to support you in this process including:
- Health Consumers' Council WA
- Mental Health Advocacy Service
- Commissioner for Children and Young People
- People with Disabilities
- Health and Disability Services Complaints Office
- Ombudsman Western Australia
- Carers WA
Will making a complaint affect my care?
Giving us feedback will help us to resolve the concerns you have in relation to the care we provide.
The treatment and care you, your family or loved one receive will not be negatively affected by the feedback you give us.
What if I need an interpreter, hearing or speech service to provide my feedback?
You can ask our staff to organise a phone or face-to-face interpreter based on your needs.
You can also call the Translating and Interpreting Service (TIS) on 131 450 and ask for the language you need. TIS is a free service.
How can I access support from Aboriginal Health Services?
If you are an Aboriginal patient you can ask to speak to an Aboriginal Liaison Officer who is able to provide cultural, social and emotional support.
I'm worried that myself or someone I care for is becoming more unwell in hospital. What do I do?
If you or the person you care for is in hospital and you are worried that they are becoming more unwell, you should tell a nurse or doctor straight away.
If you have spoken to the nurse or doctor and are still worried that they are becoming more unwell, you can escalate your concerns with Aishwarya's CARE Call.
What other ways can I share my hospital experience?
You can also provide feedback via Care Opinion or the My Say Survey.