Share your feedback
Types of feedback you can provide
Compliments
If you had a positive experience with us or want to thank a specific staff member, we’d love to hear about it. Your compliments help us recognise and celebrate the people who make a difference in our hospitals every day.
Suggestions
Do you have an idea for how we can improve our services or communication? Your suggestions help us understand what matters most to you and how we can do things better.
Complaints
If something didn’t feel right during your care, even if it was small, please let us know. We want to understand the situation and take steps to fix any issues. We will investigate the matter and keep you informed throughout the process.
How to give feedback
You can provide feedback in a way that suits you best:
Talk to the care team
If your feedback is about the care of someone who is currently in hospital, you can speak directly with the unit manager, nurse or midwife in charge of the ward.
Submit online form
The most efficient way to share your feedback is by using our online form. Please provide as much information as possible so we can understand your experiences and address any concerns.
Email us
Send your feedback to our Best Care Feedback Team at [email protected].
Call us
Speak to one of our Best Care Feedback Team members:
Phone: 1800 319 631
Availability: Monday to Friday, 9 am – 3pm excluding public holidays.
When calling, select option 2.
If we miss your call, we will get back to you within 3 business days.
Write to us
If you prefer pen and paper, send your letter to:
Best Care Consumer Feedback
Sunshine Hospital
176 Furlong Road
St Albans, 3021
Response times
We aim to let you know that we have received your feedback within 3 business days.
We aim to resolve your complaint as soon as possible and within 30 business days but will let you know if things will take longer than planned.
Tips for lodging a complaint
- Be clear about what went wrong, who was involved and when it happened.
- Let us know what solution you are seeking.
- Tell us how you would like us to respond (e.g., phone call, email, in writing, family meeting).
Respecting our staff
We are here to help. We appreciate that telling your story when your experience has not been positive can bring up some strong emotions. Our staff will treat you with empathy, respect and courtesy.
We kindly ask that you also speak to our staff with the same level of respect and courtesy.
If your language or behaviour becomes abusive, inappropriate, aggressive or threatening, we will need to pause the process to give you some space. We can then arrange to speak with you at another time.
If this does not help and the behaviour continues, we may need to stop the feedback process.
Frequently asked questions
What happens with my feedback?
How is my information managed?
Do I need permission to provide feedback on behalf of someone else?
Do I have to give my name?
Do I have to be over 18 to give feedback?
Is there anyone I can contact for support?
What if I’m not happy with the outcome?
Can I provide feedback in my own language?
Research program participants
If you’re taking part in a clinical trial or research program at Western Health, you can share your feedback with the Research Program director on (03) 8395 8073.
If you want to know more about clinical trials or to share your experience as a participant, you can view and download a clinical trials flyer (PDF, 328 KB).