How we treat your feedback
- We'll share your compliments with the relevant areas and staff.
- We'll take suggestions to the appropriate people for them to consider.
- We'll review all complaints and tell you about anything we needed to do to help fix it.
We welcome all types of feedback and will always review your complaints and provide a response.
What you need to know before making a complaint
You can make a complaint if you’re not happy with the service you’ve received. You can also make a complaint on behalf of someone else.
Before making a formal complaint, we recommend you talk about your concerns with:
- the staff member in charge of your health care
- the unit or facility manager at the location.
If you make a complaint, we'll assign a staff member to work on your complaint. They'll aim to contact you within 5 working days. We’ll then do an internal review and let you know the outcome within 35 working days.
If you’re not satisfied with the way we’ve handled your complaint, you may also contact the Office of the Health Ombudsman.
Raise concerns about a patient's health (Ryan's Rule)
Ryan's Rule is a 3 step process to support patients of any age, their families and carers. You can raise concerns if a patient's health condition is getting worse or not improving as expected.
Read more about the Ryan’s Rule process on the Clinical Excellence Queensland website.
Complaint resolution and data
The Public Service Act 2008 (the ACT) requires that we publish information in relation to complaints received by Torres and Cape Hospital and Health Service.
This information is for Torres and Cape Hospital and Health Service only. Individual hospitals and health services capture and manage their own complaints. If you'd like data from another hospital or health service, you'll need to contact them directly.
2022-2023
Total compliments received: 20
Total complaints received: 111
Complaints resulting in further action: 39
Complaints resulting in no further action: 72
What this means
A customer complaint is defined as ‘a complaint about the service or action of a Department, or its staff, by a person who is apparently directly affected by the service or action’.