Complaints and concerns
Have your say
We encourage feedback from patients, families and visitors. There's lots of ways you can have your say:
- Use the webform for Sydney Children's Hospital, Randwick
- Use the webform for The Children's Hospital at Westmead
- Contact the Patients' Friend
- Use the suggestion boxes located in every ward. Anonymous feedback can be provided and is sent to the Patient Friend and forwarded to the appropriate staff and the Clinical Governance Unit for review and action.
Download our Complaints, compliments, concerns brochure for more information.
The Patients' Friend is responsible for channelling queries and concerns expressed by patients and families relating to the quality and adequacy of services. The Patients' Friend will assist the patient and family in having their concerns addressed by appropriate members of staff.
We encourage you to voice any concerns you have about the care your child and family are receiving at the Hospital. Please speak with a member of your child’s health care team or the Nursing Unit Manager of your ward first and if you’re not satisfied, you can:
- Contact the Patients' Friend at The Children's Hospital at Westmead on (02) 9845 3535
- Contact the Patient Friend at Sydney Children's hospsital, Randwick on (02) 9382 0680
We take complaints seriously.
In making a complaint, you have the right to:
- Be provided with appropriate and easily understood information about the complaints process.
- Be kept informed of the investigation’s progress and a target completion date.
- Have your complaint lodged by a carer or relative, at your request.
- Have a support person of your choosing present at any meeting that you may attend relating to your complaint.
- Withdraw from the complaint at any stage.
- To raise the complaint through alternative channels eg: The Health Care Complaints Commission.
You are expected to:
- Raise your concerns at the earliest possible stage and provide staff with the information needed to assist in a helpful outcome.
- Respect the role of staff and their right to respond to a complaint.
- Treat staff with courtesy and consideration.
- Not knowingly make false or malicious complaints.
We follow principles of complaint management as outlined in the following legislation:
- The Privacy and Personal Information Act NSW 1998.
- The Health Care Complaints Act 1993 NSW.
- Government Information (Public Access) Act 2009 (GIPA Act—replacing Freedom of Information Act).
- The Anti Discrimination Act 1977 NSW.