Feedback, compliments, concerns and complaints
Understanding how patients experience our care and services is essential, and we welcome your feedback.
The Fiona Stanley Fremantle Hospitals Group consists of Fiona Stanley and Fremantle hospitals and the Rottnest Island Nursing Post.
Read below how to provide feedback by phone, via email, in person, in writing or via the online feedback form.
If you are worried you, or the person you care for, is getting sicker in hospital
Aishwarya’s CARE Call is a three-step process for you as a patient, carer or family member to use if you are worried you or the person you care for is getting sicker while in hospital.
It is used in in all Western Australian public hospitals to ensure the treating nurses and doctors are aware of any changes to your health or that of a person you care for.
If you are an inpatient and have concerns or questions about your clinical condition or treatment plan
Please ask to speak with a senior staff member on the ward or your current treating team.
If you are waiting for an outpatient appointment and are worried about your condition worsening
Please see your general practitioner (GP) who can contact the hospital if they feel a more urgent referral is required.
If you have tried the above and wish to raise a concern or complaint
Please contact our Patient and Family Liaison Service.
We love to hear when one of our staff or teams have gone above and beyond. To share compliments about our staff:
- talk to your healthcare team or the manager of the area
- complete an online feedback form or a paper feedback form – ask our staff for a paper form or get one from the main reception areas
- leave a written message or card for the staff.
Compliments are shared with the named staff member or team.
To resolve your concerns as promptly as possible, the Patient and Family Liaison Service will often liaise with relevant hospital staff who may address your concerns directly with you.
Providing the following details assists us with investigating your concerns and complaints:
- Your personal contact details, although you can remain anonymous if you wish.
- What happened, where and when (date/time).
- If applicable, the names or roles of the staff involved (if you know them).
- What would you like to happen as a result of sharing your feedback.
The Patient and Family Liaison Service aims to acknowledge concerns and complaints within 5 working days and will discuss the feedback processes with you.
Concerns will generally be addressed directly with you by staff and you will not receive a formal letter of response.
Complaints follow a formal process of investigation and letter response, which takes up to 30 working days. Making a complaint will not negatively impact any future care or treatment you receive. Please be assured all complaint correspondence is recorded confidentially and filed separately to your medical records.
If you are dissatisfied with a complaint response you may wish to contact the Health and Disability Services Complaints Office (HaDSCO) (external site), an independent agency which provides an impartial resolution service for complaints relating to health, disability and mental health services in WA.
Talk to the staff caring for you.
Complete an online feedback form or a paper feedback form – ask our staff for a paper form or get one from the main reception areas.
Contact our Patient and Family Liaison Service.You can share your experience publicly and anonymously via Care Opinion (external site). Care Opinion is a social media platform where you can provide feedback about your experience, or the experience of someone you know, with a hospital or health service.
Anyone can use Care Opinion. By sharing your story on Care Opinion we listen and respond in ‘real time’ to your experiences and use the feedback to improve the quality of our services.
Fiona Stanley Fremantle Hospitals Group uses the statewide MySay healthcare survey to measure our patient’s experience of the care and treatment they receive.
If you were recently a patient, you may receive an SMS inviting you to participate in this brief online survey.
Learn more about the My Healthcare Survey.
To arrange for a professional interpreter, call the:
- Fiona Stanley Hospital Helpdesk on 6152 2222
- Fremantle Hospital switchboard on 9431 3333.
You can also write to us in your own language and we will arrange for this to be translated.
Health Consumers’ Council WA (external site)
Unit 6 Wellington Fair 40 Lord Street, East Perth WA 6004
Phone: 9221 3422
Freecall: 1800 620 780
Fax: 9221 5435
Health and Disability Services Complaints Office (HaDSCO) (external site)
GPO Box B61 Perth WA 6838
Phone: 6551 7600
Fax: 6551 7630
Teletext phone: 6551 7640
Freecall: 1800 813 583
Thank you
Providing us with feedback is a valuable opportunity to identify areas where we can improve our services and the patient experience.
Contact us
At Fiona Stanley Hospital
Opening hours: 8.30am to 4.30pm, Monday to Friday
Main hospital building, ground floor near the main reception desk
11 Robin Warren Drive, Murdoch, Western Australia 6150 – see the Fiona Stanley Hospital map (PDF 1MB)
Phone: 6152 4013
Email Patient and Family Liaison Service at Fiona Stanley Hospital
At Fremantle Hospital
Opening hours: 8.30am – 4.30pm, Monday to Friday
Fremantle Hospital, Level 5, B Block
Alma Street, Fremantle 6160 – see the Fremantle Hospital map (PDF 484KB)
Phone: 9431 2787
Email Patient and Family Liaison Service at Fremantle Hospital
Resources
- Feedback form (PDF 1.4MKB)
- Children's feedback form (PDF 866KB)
- Patient rights (external site)
- WA Health Complaints management policy (external site)
- Freedom of Information (Applying for access to your health information)