In 2020 the Patient Opinion platform, an independent, moderated place for people to provide feedback, was renamed to Care Opinion. This platform is now one portal for people to provide feedback on health and social services. It mirrors the same platform available in the UK, which uses the power of story to transform health and human services.
A non-profit organisation moderates the platform, and services subscribe to be able to receive notifications, reports etc. WA is the first state to have every public hospital as a subscriber. You can find out more or post a story here.
WA Health Complaint Policy Review
The Department of Health (DoH) consulted on a revised version of the WA Complaints Management Policy and these new versions appear below. We undertook a series of consultations to support the work survey and have collated this feedback.
- Updated Complaints Management Policy – main draft policy – this is mandatory for WA Health services
- Updated Complaints Management Guideline – supporting document to expand on how the implementation of the policy – non-mandatory
- Updated Complaints Management Toolkit – supporting document including suggested templates for letters and forms – non-mandatory
WA Health Review of the complaints and feedback process
Following on from this consultation and the release of the new complaints guidelines, DoH consulted about the process of making a complaint and giving feedback. We heard about the many barriers to giving feedback, including concerns about what might happen to the feedback. This was especially prominent in the discussions we had with Aboriginal people. It was also raised that there is no easy way to give feedback about the whole system, not just one health service.Read the full report here