Complaints and concerns

It’s okay to have your say

At Sydney Children’s Hospitals Network, we want to hear from you, our patients, families and visitors. Your experience is important to us, and helps us to support children and young people to live their healthiest lives possible. We can learn important things from complaints and can make sure other families don’t experience what you have.

You can have your say by:

• Speaking with your child’s nurse, doctor or another staff member you trust, the Nursing Unit Manager(who is in charge of the ward), or Head of Department
• Completing a Patient Experience Survey on the bedside entertainment devices in our emergency departments and wards
• Using the suggestion boxes in every ward
• Using the webform for Sydney Children's Hospital, Randwick
• Using the webform for The Children's Hospital at Westmead
• Raising your concerns with the Patient Friend.

Making a complaint

We recognise that voicing concerns about the care being provided to your child or someone you know can be difficult but it helps Sydney Children’s Hospitals Network to become aware of issues, find solutions and improve the care and experiences that we provide to both patients and families.

Anyone can make a complaint. Most complaints can be addressed by discussing the issue(s) with your child’s nurse, doctor or another staff member you trust, the Nursing Unit Manager, or Head of Department.

Tips for making an effective complaint

• Talk about your concerns with someone you trust.
• Consider putting your concerns in writing. Sometimes writing a letter allows you to reflect and organise your thoughts  in one document. This can also help our staff to address your exact concerns, while also providing you with something to refer back to.
• Focus on the facts. A complaint that details facts and events clearly will assist our staff to understand your concerns. Don’t forget to include the important information – dates, times and who you have already spoken to about your concerns
• Be clear about what you are hoping to achieve. The most effective complaints seek an outcome that is realistic and aims to improve the care and experience of patients and families in our care.
• Sometimes it helps to book a special time to meet with your child’s care team or the manager so they can dedicate time to focus upon your complaint.

Ready to make a complaint

Most complaints can be addressed by discussing the issue(s) with your child’s clinical team, the Nursing Unit Manager, or Head of Department. Share your concerns and desired outcomes with them, and give them time to consider the information and respond to your concerns.

If after speaking with the team you are still concerned, contact the Patient Friend:

The Patient Friend is responsible for addressing queries and concerns expressed by patients and families relating to the quality and suitability of services. The Patient Friend will assist the patient and family in having their concerns addressed by the appropriate members of staff.

What next?

If you are not happy with the way your complaint has been dealt with or you feel uncomfortable raising it with us directly, you can contact:

Health Care Complaints Commission
Locked Mail Bag 18, Strawberry Hills, NSW 20121800 043 159
Email: hccc@hccc.nsw.gov.au
Website: www.hccc.nsw.gov.au