How can I give feedback about my pregnancy, birth or after birth care?
Providing both positive and negative feedback about your pregnancy, birth or after birth care allows care providers to continually improve the way they deliver care. You can provide feedback about anything, including both minor and major issues.
Receiving quality health care includes being given the opportunity to provide ongoing feedback about your care. There are also several other options for providing feedback about your pregnancy, birth and after birth care.
Before contacting someone to provide your feedback, you might like to write down the details of your feedback (e.g., the dates and descriptions of events that took place, the name(s) of care provider(s) involved in your care), and think about what action you would like taken in response to your feedback. You might also like to request a copy of your medical records from your hospital or health service to review.
Options for providing feedback on your care are listed below.
Complete the patient feedback form from your local hospital or health service
If you do not wish to speak directly with someone about your care, you might like to use the patient feedback form from your local hospital or health service to provide your feedback. The patient feedback form is provided by some hospitals and health services before you leave. You can also use the patient feedback form in combination with other ways of providing your feedback.
Contact a local staff member in your hospital or health serviceIf you wish to give a compliment, discuss an issue, or make a complaint about the health care you have received, you can contact a local staff member in your hospital or health service directly. You may wish to contact the Nurse Manager, a doctor, or another care provider in the relevant section of the hospital or health service where you received care.
You can contact a local staff member in your hospital or health service in person, over the telephone or in writing. The telephone number, street address and postal address of every public hospital and health service in Queensland are provided at: www.health.qld.gov.au/healthservices/byFacility.asp
The contact details of private hospitals in Queensland are usually available on each hospital’s website, which can be accessed by searching for the hospital’s name in a search engine.
Contact the complaints coordinator for your hospital or health serviceIf you wish to discuss an issue or make a complaint but would prefer not to contact a local staff member in your hospital or health service (or are dissatisfied with a local staff member’s response to your complaint), you can contact the Complaints Coordinator for your hospital or health service. Every region in Queensland has a Complaints Coordinator whose job it is to receive feedback from people who have received care in a local hospital or health service. The Complaints Coordinator will then support you through the complaints management process, and assist you to resolve the issue.
You can contact the Complaints Coordinator by telephoning the general number at your local hospital or health service and asking to speak with the Complaints Coordinator. The telephone number of every public hospital and health service in Queensland is provided at this website: www.health.qld.gov.au/healthservices/byFacility.asp
If you wish to make a formal complaint, you can also complete a Complaints Form and post it to the Complaints Coordinator. This form can be used to make a complaint about both public and private hospitals. The Complaints Form is available to download at the Queensland Health Patient Safety and Quality Improvement Service Compliments and Complaints website: www.health.qld.gov.au/psq/hemt/complaints.asp
Feedback provided to the Complaints Coordinator is documented on a Queensland Health database. Some feedback may be shared with the people involved in your care. When contacting a Complaints Coordinator, you can remain anonymous if you wish.
Contact the health quality and complaints commission (HQCC)If you have contacted a local staff member or Complaints Coordinator for your hospital or health service with a complaint and are dissatisfied with their response, or feel uncomfortable approaching the provider directly, you can contact the Health Quality and Complaints Commission (HQCC).
The HQCC is an impartial and independent statutory body which helps healthcare consumers and providers resolve complaints and improve the safety and quality of health services in Queensland. The HQCC manages complaints from both public and private hospitals.
You can contact the HQCC on free call 1800 077 308 (outside Brisbane) or (07) 3120 5999. More information is available on the HQCC website www.hqcc.qld.gov.au. When contacting the HQCC, you can remain anonymous if you wish.
Contact the Australian Health Practitioner Regulation Agency (AHPRA)If you have tried other options for giving feedback and are dissatisfied with the response you have received, you can contact the Australian Health Practitioner Regulation Agency (AHPRA). The AHPRA is a national organisation involved in the regulation of health professions. Part of the AHPRA’s job is to manage registration of health practitioners and students, and to work with the Health Complaints Commissions in each state and territory to ensure that the relevant organisation responds to complaints and concerns about health practitioners.
You can make a complaint to the AHPRA online, in writing, or by telephone. Contact details are available on the AHPRA’s website: www.ahpra.gov.au/Notifications-and-Outcomes.aspx.
Complete the Having a Baby in Queensland SurveyThe Queensland Centre for Mothers & Babies conducts the Having a Baby in Queensland Survey, which allows women who have recently had a baby share their experiences of care during pregnancy, birth and after birth. Women who complete the survey can remain anonymous.
The information women provide in this survey is used in a number of ways to improve maternity services in Queensland. The information is provided directly to the Queensland Government to highlight what is working well in maternity care and what could be improved. It is also summarised for each individual birth facility in Queensland, along with suggestions for how to improve maternity services.
Information from the survey is also available on this website in Birthplace for women and their families to support them to become informed about women’s experiences of care at each birth facility in Queensland.
The Queensland Centre for Mothers & Babies posts surveys to women who birth in a particular time period every second year. Women birthing outside the selected time period can also complete the survey on this website via the sharing your story page.