The care, comfort and satisfaction of you and your family is important to the staff and management of the Northern Sydney Local Health District. It is our aim to meet the needs of all our patients/clients. We believe that it is important for you to give your opinion about the services you receive from us. Your feedback will help us improve services and is most welcome.
There are a number of ways you can submit compliments or complaints to us. They can be written or verbal. Consider the following options and select the one that best suits your purpose:
Step One: Let the hospital or service concerned know
We encourage you to let the nurse, doctor or health professional involved know that you have a concern. You should also discuss your concerns with the manager of the ward or department so that they may work with you to find a solution.
Step Two: Contact the health service complaints manager/patient representative
If you don't feel comfortable discussing your concern with the manager or those staff involved, you can contact the health service Patient Representative Officer. They will:
- Discuss with you the concerns you have about the care you received.
- Keep you informed about the process and outcome of your complaint.
Patient representatives are available Monday to Friday, during business hours. For assistance outside of these hours please contact the manager on duty.
Patient Representative/Clinical Complaints Officers:
Hornsby Ku-ring-gai Health Service Patient Representative Phone: 02 9477 9296 Email: NSLHD-HKHPatientRepresentative@health.nsw.gov.au
Mona Vale Hospital and Community Health Consumer Relations Co-ordinator Phone: 02 9998 0295 Email: NSLHD-MonavaleConsumerRelations@health.nsw.gov.au
North Shore/Ryde Health Service (incorporating Royal North Shore and Ryde hospitals and community health) Clinical Complaints NSRHS Phone: 02 9463 1600; Ryde Phone: 02 9858 7329 Email: NSLHD-NSRHSPatientRepresentative@health.nsw.gov.au
Mental Health, Drug & Alcohol Services Complaints and Issues Manager Phone: 02 9887 5568 or 02 9887 5589
Step Three: Contact the Local Health District
If you are not satisfied with the management of a complaint or you wish to make a complaint about a non hospital-based service within Northern Sydney Local Health District, you can put your concern in writing to:
Northern Sydney Local Health District
PO Box 4007
Royal North Shore LPO
ST LEONARDS NSW 2065
Phone: (02) 9462 9955
Fax: (02) 9926-6025
Step Four: Contact the Health Care Complaints Commission
The HCCC is independent of the public health system. It receives and assesses complaints about health care practitioners and health care services (generally referred to as health service providers). Anyone can lodge a complaint with the Commission.
Complaints must be in writing and may be made about the professional conduct of a health service provider that affects the clinical management or care of an individual. The Commission will provide assistance to lodge a complaint to any person that requires it.
Health Care Complaints Commission
Office address: Level 13, 323 Castlereagh St, Sydney NSW 2000
Hours of business: 9-5pm, Monday to Friday
Postal address: Locked Mail Bag 18, Strawberry Hills, NSW 2012
Telephone: 9219 7444
Toll Free in NSW: 1800 043 159
Fax: 9281 4585
People using telephone typewriters should call 02 9219 7555
People who prefer a language other than English can contact the HCCC through the Telephone Interpreter Service on 131 450