Feedback and complaints

If you have concerns while you are in hospital or receiving care, a face-to-face conversation with staff is often the quickest and most effective way to have your concerns resolved.

If this is not possible, there are other options available:

  • You can speak to the person in charge of the ward or department.
  • You can fill out a feedback form at the location or online at
  • You can contact our Feedback team on 03 8416 7783, Monday to Friday, or email

Feedback includes complaints, compliments and suggestions, which can also be submitted anonymously.

Part of our commitment to providing quality healthcare is to respond to feedback. We do this via feedback management systems, including the Victorian Health Incident Management System (VHIMS) and the NSW Incident Information Management System (IIMS). VHIMS and IIMS enable us to record and report feedback to our Executive and senior managers. We also report feedback to our Community Advisory Groups and Community Advisory Committee.

We investigate complaints and take necessary action to address the concerns and improve our care. The final part of the process is to communicate the outcome with you.

Each year, we invite our community to review the effectiveness of our feedback management system to identify any further opportunities for improvement.

Learn more about the importance of feedback.

Care first: Quality Account 2019/20

Last reviewed February 17, 2021.

Who we are

Mercy Health welcomes patients, clients and family members from a wide variety of countries, cultures and backgrounds. The people who access our services come from 188 countries, speak 165 languages and follow 88 religious faiths. Our staff are also diverse, hailing from 131 countries and speaking 73 languages.

Who we are

Your experience matters

Mercy Health participates in surveys to gain a better understanding of the patient experience and identify opportunities for improvement. These surveys provide valuable data and feedback and are an important way to measure the quality of care we provide.

Your experience matters

Choosing Wisely at Mercy Health

Choosing Wisely is a global initiative that seeks to improve the safety and quality of healthcare for patients. Mercy Health is participating in the Choosing Wisely initiative, along with a number of other health services. As a Choosing Wisely Champion Health Service, Mercy Health is also a member of NPS MedicineWise.

Choosing Wisely at Mercy Health