How to provide feedback
Important
Include as much detail as possible. The more specific the information, the better we can take appropriate action/s. If you are not sure what to include, contact one of our Patient Friends who can help you.
Your care will not be compromised. Providing feedback will not affect your child’s care in any way.
How to provide feedback
Talk to the person in charge
You can talk to the nursing unit manager, head of department or staff member involved in your child’s care.
Contact the Patient Friend
If you would prefer to speak to someone who is not in your child’s health care team, the Patient Friend is available to listen to your concerns and liaise on your behalf with the appropriate hospital staff.
They can also guide you on how to submit a written compliment or complaint.
The Patient Friend can be reached during business hours, Monday to Friday.
Sydney Children’s Hospital, Randwick
Phone: (02) 9382 0680
The Children’s Hospital at Westmead
Phone: (02) 7825 3535
If you prefer, a staff member can contact the Patient Friend on your behalf.
Surveys and suggestion boxes
Complete a Patient Experience Survey on the bedside entertainment devices in our emergency departments and wards
You can also use one of the suggestion boxes located on every ward. Anonymous feedback can be provided in this way and will be reviewed by the Patient Friend.
It will then be forwarded to the appropriate staff and the Clinical Governance Unit for review and further action.
If you wish to make a formal complaint
If you wish to make a formal complaint, please address your concerns in writing to:
Director of Clinical Governance
Sydney Children’s Hospitals Network
Locked Bag 4001, Westmead 2145, NSW
If you receive services from our orthotics teams as NDIS service providers and are unhappy with your experience, please raise your concerns with the NDIS Quality and Safeguards Commission.
A complaint can be made to the NDIS Commission by:
Phone
- 1800 035 544 (free call from landlines)
- TTY: 133 677
- Interpreters can be arranged.
- If you are deaf or have a hearing or speech impairment, you can use the National Relay Service to access any of the department's contact phone numbers. You can call the service and ask for 1800 035 544.
If you are not happy with how we manage the complaint
If you are not happy with the way your complaint has been dealt with or if you feel uncomfortable raising it with us directly, you can contact:
NSW Health Care Complaints Commission
Locked Mail Bag 18 Strawberry Hills NSW 2012
Phone: 1800 043 159