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Patients Rights ::.. Patient Rights - Internal Complaints Process

The staff at the Holy Spirit Northside values the contribution that patients, visitors and other consumers can make toward helping us to provide safe, quality health care. One way that you can participate in improving service delivery at the Holy Spirit Northside is to provide feedback to us, both positive and negative, on the health care and services received.

We are an organisation that will use your feedback to help us identify areas for improving our performance and ensure that the needs of our consumers are met.

What can you give us feedback on / make comments on / complain about?

About services provided by the Holy Spirit Northside. If we can’t deal with a complaint or issue, then we will advise you about where you can seek further help and / or information.

Who can give us feedback / make comments / complaint? Patients / consumers of our health service, or any other person on behalf of the consumer/patient, such as a relative, carer, friend, consumer advocate, the Adult Guardian, or any person concerned about health care.

What to do about feedback/ making comments/ complaint Here are some simple steps you can take which will help us to help you.

Please tell us about the issue as soon as possible. The longer you wait, the less clear the facts become and the harder it can be to find a solution.

Talk to the staff locally first, it does not have to be in writing you can talk to the staff about your issues directly and give them a chance to fix the problem if you think they can.

If you do not wish to talk about your concerns with local staff or they have not been able to satisfactorily address your concerns, or if you just want to talk through an issue you can contact the Hospital Executive:

Hints to help us find a solution

Set out the order which things happened in date order with a description of the issue or incident/s, phone calls, letters or meetings and let us know the action you would like us to take.

You can seek external help in dealing with an issue, and it may be within the scope of an external agency such as the Health Quality & Complaints Commission (HQCC) . The HQCC is an independent body dedicated to improving the quality and safety of health services in Queensland. Established in July 2006, the HQCC is responsible for monitoring and promoting quality improvement in health services, as well as managing complaints.

• We listen to consumer concerns about health service providers and help resolve them.
• We direct consumers to other organisations if we can’t help them.
• We assess complaints in a fair, prompt and impartial way.

Your complaint will be dealt with in a confidential manner and will only be discussed with the people directly involved. Consumers are treated respectfully and with consideration to privacy*, religion and cultural background. In most cases, the complaint will be referred to the Manager to resolve directly with you – but this will only occur where it is appropriate and you will be informed. In other cases the complaint will be referred to another agency or dealt with by mediation or investigation as determined appropriate by the Executive Director.

*Please click here to read our Privacy Brochure

Your complaint will be dealt with as quickly as possible and we will keep you informed about progress. We will take into account your special needs, if any, which are relevant to the resolution of the complaint. We will consider how your complaint can be used to our health services. Your complaint may help prevent the same issue occurring to someone else in the future. We will advise you of any action taken regarding your complaint.