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 mercyhealth.com.au.
- You can contact our Feedback team on 03 8416 7783, Monday to Friday, or email feedback@mercy.com.au.
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.