Consumer feedback – improving how it’s collected and used for improvement

Giving feedback about our experience of healthcare and health services is a powerful way that consumers, carers and family members can play a part in ensuring the delivery of high quality safe health services. When we talk about feedback we mean both compliments and complaints. It includes feedback you give in writing, as well as feedback you give by telling someone in person or on the ‘phone.

Health Consumers’ Council (HCC) is working with the Patient Safety Surveillance Unit in the Department of Health to learn more about how consumer feedback is collected, provided, and used for improving health services.

As part of this project, HCC will be hosting a number of consumer feedback sessions in February 2020 to find out what people’s experience is of giving feedback, including complaints.

This information will be used to inform how WA Health collect and use consumer feedback in future.

A consumer participation payment is payable to people who attend these workshops in recognition of your contribution to this project.

Workshop dates and registrations

See more details and register at the links below. A targeted session for health consumers with experience of mental health services is also planned – more details to be confirmed.


For more information about this project, contact Clare Mullen on 08 6311 9713 or email

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(Updated 29 November 2019)