Providing feedback

If you have any feedback about your experience or any other aspect of our service, you can contact us in a few ways. Your feedback might be a compliment, a complaint or a suggestion. Whatever it is, your feedback is important and we are listening. It’s important that you share your feedback with us as soon as you can.

What we do with your feedback

If you are giving a compliment, we will ensure this reaches the area you are referring to. You can also nominate a staff member, volunteer or team for a You Made a Difference Award.

If your feedback is a formal complaint made via our Consumer Liaison team, we aim to resolve most of these within 35 days. We are happy to respond to you about your issues, or you can remain anonymous. It's up to you.

Find out more about what we've done in response to your feedback on You said. We did.

How to provide feedback

Talk to us in person

• Speak to our staff. If you are unhappy with your care while in the hospital, please do not hesitate to raise your concerns with the Nurse Unit Manager or another senior staff member. In most cases they will be able to help you. If you are not satisfied with the response, you can contact our Consumer Liaison team.
• If you are worried about a loved one and feel something is not quite right, let us know through our "If you're worried, we're worried" service.

Contact our Consumer Liaison team

There are several ways to contact our Consumer Liaison team:

• Use our online form
• By phone
• Write to us by post or email
• Use one of our compliment, suggestion or complaint brochures. These brochures are available on each ward and throughout the hospital. The brochures are also available in seven languages.

If you are deaf, hearing impaired or speech impaired, contact us using the National Relay Service.

If you are not satisfied with our response

Any problem is usually best solved within the Royal Melbourne Hospital. However, if you are not satisfied with the response to your complaint or you wish to take your concerns further, please contact the Health Complaints Commissioner (HCC). The HCC provides a free and confidential service for anyone with a complaint about a health service provider in Victoria.

Protected Disclosure Complaints about Serious Misconduct or Corruption

Complaints about certain serious misconduct or corruption involving our staff or the hospital itself can be made directly to the Independent Broad-based Anti-corruption Commission (IBAC).

Find out more about making a protected disclosure complaint.