How to Give Feedback or Make a Healthcare Complaint in Western Australia

Most people want their healthcare experience to be positive, respectful and centred around their needs.

Sometimes, however, you may leave an appointment, hospital stay or healthcare service feeling confused, concerned or unsure about what happened.

You might feel that your questions were not fully answered. You may not understand a decision about your care. You might feel that something could have been handled differently. Perhaps something has gone wrong.

If this happens, it is important to know that you have options.

Providing feedback is an important part of improving healthcare. It helps healthcare services understand what is working well, what could be improved and where consumers may need additional support.

Just as importantly, giving feedback is one of your healthcare rights.

Start with a conversation

In many cases, concerns can be resolved through clear communication and a conversation with the healthcare service involved.

If your concern relates to a public hospital, you can contact the hospital’s Consumer Liaison Service or Patient Feedback Service.

If your concern relates to a GP clinic, specialist practice or other healthcare provider, you can contact the practice manager.

Sometimes a conversation can clarify misunderstandings, answer questions or help resolve concerns quickly.

When raising a concern, it can help to:

• Explain what happened as clearly as possible
• Describe how the situation affected you
• Ask questions if something is unclear
• Explain what outcome you are hoping for
• Keep a record of important conversations or correspondence

Knowing your rights and communicating clearly can help you feel more confident when discussing concerns about your healthcare.

What if my concern is not resolved?

Sometimes concerns are not resolved through initial conversations.

If that happens, there are several options available depending on the nature of your concern.

Contact HaDSCO

The Health and Disability Services Complaints Office (HaDSCO) is an independent complaints resolution service in Western Australia.

HaDSCO can help consumers and healthcare providers work towards resolving complaints about health, disability and mental health services.

Share your experience through Care Opinion Australia

Care Opinion Australia provides a public platform where consumers can share their healthcare experiences and feedback.

For many public hospitals, services respond publicly to stories and feedback shared through the platform.

This can be a valuable way to share both positive and negative healthcare experiences and contribute to service improvement.

Concerned about a health practitioner?

If your concern relates to an individual health practitioner, such as a doctor, nurse, psychologist, dentist or other registered health professional, you may be able to raise a concern with the Australian Health Practitioner Regulation Agency (Ahpra).

Ahpra also maintains a public Register of Practitioners, where consumers can check whether a practitioner is registered and whether any conditions have been placed on their registration.

What are my rights as a health consumer?

Every person receiving healthcare has rights.

These include the right to:

• Be treated with respect and dignity
• Ask questions about your care
• Receive information in a way you can understand
• Be involved in decisions about your healthcare
• Seek a second opinion
• Provide feedback about your healthcare experience

Many people worry that their concern is not important enough to raise.

However, feedback plays an important role in improving healthcare services and helping organisations understand the experiences of consumers and carers.

Building confidence through self-advocacy

Self-advocacy means understanding your rights, communicating your needs and actively participating in decisions about your healthcare.

It does not mean being confrontational.

It means asking questions, seeking information, raising concerns when necessary and working collaboratively with healthcare providers to achieve the best possible outcomes.

The more informed and confident you are, the better equipped you are to navigate healthcare services and make decisions about your care.

Need support with self-advocacy?

Health Consumers’ Council WA provides a range of free resources to help consumers understand their rights and navigate the healthcare system with confidence.

Our resources include:

• Self-advocacy guides
• Factsheets
• Letter templates
• Workshops and training
• Independent Individual Health Advocacy Service (IHAS)

Explore our free self-advocacy resources and learn more about your healthcare rights by visiting our website.

Let’s make healthcare fair for all.

Frequently Asked Questions

Can I complain about a hospital in Western Australia?

Yes. You can start by contacting the hospital’s Consumer Liaison Service or Patient Feedback Service. If your concern is not resolved, you may wish to contact HaDSCO or use other available feedback pathways.

Can I complain about my doctor?

Yes. You can raise concerns directly with the practice, and in some situations you may also be able to raise concerns with Ahpra.

What is HaDSCO?

The Health and Disability Services Complaints Office is an independent Western Australian service that helps resolve complaints about health, disability and mental health services.

What is Ahpra?

The Australian Health Practitioner Regulation Agency regulates registered health practitioners across Australia and manages notifications about practitioners.

Do I have the right to give feedback about my healthcare?

Yes. Providing feedback and raising concerns about your healthcare is one of your healthcare rights.

Where can I get help advocating for myself?

Health Consumers’ Council WA provides free self-advocacy resources, workshops, fact sheets, templates and independent advocacy support through our Individual Health Advocacy Service (IHAS).