Making a healthcare complaint

A healthcare complaint is a complaint you make when you have a bad experience or outcome in the health system. This could be during your pregnancy or birth.

You have the right to complain about any aspect of your healthcare.

You can make a complaint about any health service or provider. This includes:

• public and private hospitals
• community health services
• registered health professionals, such as doctors, midwives and nurses
• non-registered providers, such as counsellors and alternative therapists

Your complaint may relate to:

• unsatisfactory treatment
• negligent or unprofessional behaviour
• how your health information is handled
• poor communication
• admission or referral problems
• lack of respect or privacy
• culturally unsafe practices

Complaints about unprofessional behaviour can cover:

• having a sexual relationship with a healthcare provider
• being inappropriately examined
• racism
• sexist behaviour
• fraud or dishonesty
• acts of violence, sexual assault or indecency

Learn more about obstetric violence here.

There are many reasons why you might make a healthcare complaint.

It may be to:

• make sure that your health service provider is aware of your concerns
• get answers about your treatment or experience
• get an apology from the health service provider

You may want action taken to stop similar issues happening to other people. However, your complaint may not be able to be resolved in the way you would like.

You might be considering a complaint if you:

• were not happy with your antenatal care
• felt that healthcare decisions were made during labour or childbirth without your consent or your preferences being considered
• had inadequate care during labour
• had unexpected complications during labour or birth
• were not happy with the care you or your baby received after delivering your baby

Before making a formal healthcare complaint, you should start by talking with your health service provider.

Most problems can be successfully dealt with at this stage.

It's best to start by speaking with the healthcare workers where you got care. Sometimes, talking to the healthcare workers involved can help you understand what happened. This can help to resolve your concerns.

It's ok to ask questions and get explanations about your healthcare. You can do this while you are getting care, or afterwards.

How do I start the conversation?

It's important to be as specific as possible. Before the meeting, it may help you to write down:

• what happened
• when it happened — the date and time of the incident
• where it happened
• who was involved — the patient and healthcare practitioner
• the outcome you want — how you'd like to resolve the problem

Set a positive tone for the conversation by being as calm and clear as possible.

At the end of the meeting, ask for a date when you can expect a response.

Make sure the healthcare team has your current contact details — your phone number, email address or mailing address.

Possible outcomes

Some possible outcomes from a conversation or meeting with your healthcare team may include:

• an explanation of what happened and why
• an apology
• a change to policy or practice
• having your out-of-pocket costs refunded
• regulatory action against the health service provider

Sometimes, you might not be happy with the response from the healthcare team. In such cases, you might complain to the healthcare service.

Ask for the complaints manager or consumer adviser.

Again, it's helpful if you have all your information on hand before calling your health service.

It's important to keep notes of any discussions you have about your complaint. Write down:

• the date
• who you spoke with
• what you talked about

It's useful to keep copies of any documents relating to your complaint. These might be:

• letters
• emails
• receipts

If you are unsatisfied with their response, there are other organisations that you can contact, depending on where you live and what your complaint is about.

The Australian Charter of Healthcare Rights describes rights that you can expect when receiving healthcare. It explains your rights to:

• see information about your healthcare
• provide feedback or make a complaint without it affecting the way that you are treated
• have your concerns dealt with in a clear and timely way
• share your experience and help to improve the quality of care and health services

If you are concerned about unsafe care or behaviour by an individual healthcare worker, you can contact the Australian Health Practitioner Regulation Agency (AHPRA) or call 1300 419 495.

Listed below are the health complaints organisations for each state and territory in Australia.

• Australian Capital Territory — Health Services Commissioner within the ACT Human Rights Commission on (02) 6205 2222.
• New South Wales — Health Care Complaints Commission on 1800 043 159.
• Northern Territory — Health and Community Services Complaints Commission on 1800 004 474.
• Queensland — Office of the Health Ombudsman on 133 646.
• South Australia — Health and Community Services Complaints Commissioner (HCSCC) on 1800 232 007.
• Tasmania — Health Complaints Commissioner Tasmania on 1800 001 170.
• Victoria — Health Complaints Commissioner on 1300 582 113. You can also find information on making a complaint in languages other than English.
• Western Australia — Health and Disability Services Complaints Office on 1800 813 583.

Resources and support for birth-related trauma

The following organisations provide support for birth-related trauma:

• The Australian Birth Trauma Association offers advice, resources and a peer-to-peer support service.
• The Centre of Perinatal Excellence (COPE) provides information and a list of support services.
• Perinatal Anxiety & Depression Australia (PANDA) — call 1300 726 306 to speak with a counsellor.