How we use your feedback
Our responsibility
Metro South Health will:
- record all compliments and complaints (online form, Have Your Say cards, when you contact a Customer Liaison Officer)
- work towards responding to complaints within 35 days
- contact you when you give permission and your name and contact details.
Our performance
We welcome many types of consumer feedback including your experience, compliments, complaints and suggestions.
We thank you for giving us feedback. Your feedback is used by our health service to tell us when our service is doing well and to help us know when we could be doing better. Our health service uses feedback to improve how we deliver care.
2022 Consumer feedback report
In 2022,
- 86% of patients told us they were treated with respect and dignity, meeting the Queensland Health Patient Reported Experience Measure most favourable response result (Inpatient Patient Reported Experience Measure Queensland result 2022).
- Our hospitals and services received 3,225 number of suggestions and compliments from its consumers.
- When able, we shared this feedback with our staff and used consumer feedback to help improve our services.
2022 Consumer Feedback
| Hospital or service | Number of compliments and suggestions received | Number of complaints received | Number of complaints resolved within 35 days | Number of complaints acknowledged within 5 days |
|---|---|---|---|---|
| Princess Alexandra (PA) | 713 | 1111 | 1088 | 1104 |
| QEII Jubilee | 721 | 557 | 501 | 553 |
| Logan and Beaudesert Health Service | 487 | 1131 | 978 | 1130 |
| Bayside Health Service | 287 | 468 | 417 | 453 |
| Addiction and Mental Health | 233 | 354 | 344 | 344 |
| Community and Oral Health | 784 | 168 | 150 | 160 |
The Public Service Act 2008 requires that we publish information in relation to complaints received by Metro South Health.
Your privacy
We take your privacy seriously. All complaints are treated with the utmost confidentiality at all times. Your complaint will not be recorded in your medical record.
Your rights
As our patient, you not only have the right to safe and high-quality health care, but also to be treated as an individual with dignity and respect and be included in all decisions and choices about your care.
See more about Metro South Health’s commitment to the Australian Charter of Healthcare Rights and Human Rights.
Ryan's Rule
Concerned about a patient in hospital getting worse or not improving? Follow the three steps in Ryan's Rule.
We value your feedback
Have your say and provide feedback online or by contacting us.
Find out more about Queensland Health Consumer Complaints and Queensland Government-funded Advocacy Services for people with a disability.