Feedback, compliments and complaints

Would you like to make a compliment, suggestion or complaint?

Feedback posterWe strive to ensure every patient has a positive experience at King Edward Memorial Hospital (KEMH). Your feedback tells us what we are doing well and where we could improve. We value and welcome all feedback including compliments, concerns, suggestions or complaints.

How to provide feedback

  • Online: Complete our Feedback Form (PDF)
  • Email: WNHSCLS@health.wa.gov.au
  • Telephone: (08) 6458 1444 and speak to someone in our Consumer Liaison Service
  • In person: Talk it through with the staff member involved or ask to speak to a more senior staff member. You can also ask for a Feedback Form (PDF), which all staff can help you fill in
  • In writing: Consumer Liaison Service, Executive Corridor, First floor, A Block, King Edward Memorial Hospital, 374 Bagot Road, Subiaco WA 6008
  • Interpreter services: For assistance with providing feedback for patients and their families who are non-English speaking, see our Interpreters and Language Services

  • Hearing impaired assistance: For assistance with providing feedback for those patients and their families with hearing difficulties, please contact: Access Plus - WA Deaf Society (external site)

 

What feedback to provide

Tell us what happened, where and when, including dates and times if possible. Include information on who was involved and provide the patient’s full name and date of birth.

Let us know what you would like to see happen as a result of your feedback. Include your contact details if you would like someone to contact you.

 

Complaints

Making a complaint will not impact on any care or treatment provided. The information is filed separately from the medical records and is kept confidential.

All complaints are investigated thoroughly and you will receive an acknowledgement of your complaint within five working days.

You will receive a written response within 30 working days or six weeks. You will be notified of any delays.

If you are dissatisfied with our response, you may wish to contact the Health and Disability Services Complaints Office, the independent agency which investigates complaints about health services, on free call 1800 813 583.

Raising concerns – making a CARE Call / Aishwarya's CARE Call

Aishwarya's CARE Call - 1800 792 621

 

Call and Respond Early (CARE) gives you a pathway to call for assistance when you are concerned about your health or that of someone you care for.

Patient safety and wellbeing is an essential part of what we do. At KEMH we provide a clear pathway for when a patient or family member are really concerned about the health of someone they care for.

Take these steps

  1. Use the call bell or go to the nurses’ station and talk to your nurse, midwife or doctor regarding your concerns.
  2. If you’re still concerned, ask to speak to the nurse or midwife in charge of the shift.
  3. If you think it’s urgent or remain concerned and feel that you have not had an appropriate response, call 1800 792 621. You will need to provide the following information:
    • Name of patient
    • Reason for the call
    • Ward and room

 

When shouldn't I make a CARE Call?

If you have a complaint or feedback about something other than the urgent clinical concerns about a patient, please speak to your nurse or visit our Compliments and complaints.

 

CARE Call in other languages

Aboriginal - CARE Call (PDF)

Acholi - CARE Call (PDF)

Arabic - CARE Call (PDF)

Burmese - CARE Call (PDF)

Dari - CARE Call (PDF)

Dinka - CARE Call (PDF)

Farsi - CARE Call (PDF)

French - CARE Call (PDF)

Hazaragi - CARE Call (PDF)

Indonesian - CARE Call (PDF)

Italian - CARE Call (PDF)

Karen - CARE Call (PDF)

Khmer - CARE Call (PDF)

Kirundi - CARE Call (PDF)

Simplified Chinese - CARE Call (PDF)

Somali - CARE Call (PDF)

Spanish - CARE Call (PDF)

Swahili - CARE Call (PDF)

Tamil - CARE Call (PDF)

Thai - CARE Call (PDF)

Traditional Chinese - CARE Call (PDF)

Vietnamese - CARE Call (PDF)

Your rights and responsibilities when using public hospitals

My healthcare rights poster

The Western Australian Public Patients’ Hospital Charter explains your rights and responsibilities when using public hospitals and health centres in WA.

The Australian Charter of Healthcare Rights (external site) describes what patients, or someone they care for, can expect when receiving health care. Read all about your healthcare rights (PDF).

Learn about the Australian Charter of Healthcare Rights in languages other than English (external site).

 

Patients accessing mental health services

The Mental Health Act 2014 (external site) provides a number of extra rights for patients receiving psychiatric treatment. For more information contact the Office of the Chief Psychiatrist (external site) or phone (08) 6553 3000.

 

Carers

At KEMH we recognise that carers play a fundamental role in the delivery of care.

A carer is someone who provides unpaid ongoing care and support to someone with a chronic illness, mental illness, disability or who is frail and includes providing palliative care.

We support the Western Australian Carers Charter as defined by the Carers Recognition Act 2004 (external site) which outlines how carers are to be treated and involved in delivering some services which impact on them as a carer.

The Western Australian Carers Charter:

  • Carers must be treated with respect and dignity.
  • The role of carers must be recognised by including carers in the assessment, planning, delivery and review of services that impact on them and the role of carers.
  • The views and needs of carers must be taken into account along with the views, needs and best interests of people receiving care when decisions are made that impact on carers and the role of carers.
  • Complaints made by carers in relation to services that impact on them and the role of carers must be given due attention and consideration.

Carers WA is the peak body representing the needs of carers in WA and providing a wide range of support services for carers as well as education to service providers.

We support Carers WA to operate their Prepare to Care Hospital Program at KEMH. A referral can be made on behalf of a carer to: referral@carerswa.asn.au.

Carers WA can be contacted on 1300 227 377, info@carerswa.asn.au or via the Carers WA website (external site).

To find out how we can help you, talk to the Consumer Liaison Service staff or one of your clinical team members.

 

Carer Gateway

Carers can also be referred to Carer Gateway (external site) via the referral form (external site). Carer Gateway is an Australian Government initiative providing a mix of free in-person, phone, and online supports, services and advice, for carers in Australia. View more information for Service Providers on Carer Gateway (external site).

Last Updated: 14/06/2022