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INFORMATION FOR PATIENTS

Joint Replacement Surgery

 

Compliments, Complaints and Feedback

We welcome consumer feedback from all patients, carers and other visitors as we want our consumers to have a positive experience at our hospital.  The feedback we receive is also analysed to identify any opportunities for improving the safety and quality of our healthcare services.

If you are on-site, you can provide your feedback in the following ways:

If you require an urgent response:

  • Speak directly to the staff member involved in providing the service you wish to comment on.
  • Speak to the person in charge of the department/ward.  The manager is the person best suited to address any concerns you may have as soon as possible.
  • Ask to speak with the Safety and Quality Co-ordinator or someone in the Safety and Quality Unit. 

If you do not require an urgent response or do not require any response at all, please complete a Feedback Form and place the completed form in the nearest suggestion box.

If you are off-site, you can provide your feedback in the following ways:

If you require an urgent response:

  • Telephone the hospital on (08) 9346 8005 and ask to speak with the person in charge of the relevant department/ward. The manager is the person best to address any concerns you may have as soon as possible.
  • Telephone the hospital (08) 9346 8005 and ask to speak with the Safety and Quality Co-ordinator or someone in the Safety and Quality Unit.

If you do not require an urgent response or do not require any response at all, please complete a Feedback Form and post it to the Safety and Quality Co-ordinator. (The address is provided on the form). 

If you would like to lodge a Formal Complaint:

  • The Hospital Co-Directors ensure that the complaint is thoroughly investigated and aim to provide a written response to you within 30 working days.   If there will be a delay in responding, we will advise you. 
  • Please provide us with detailed information about your concerns either using a Complaint Management Form or other written format. 

Please either post your complaint documents to us:

Attention: Safety and Quality Co-ordinator,
Osborne Park Hospital,
Osborne Place, STIRLING WA 6021

or email them to us at: OPHCAC@health.wa.gov.au

If you need help completing the documentation, telephone the hospital on (08) 9346 8005 and ask to speak with the Safety and Quality Co-ordinator or someone in the Safety and Quality Office.

If you would like advocacy, you may want to contact the Health Consumers Council ( 9221 3422  or  Freecall: 1800 620 780 or email: info@hconc.org.au ), or you can ask us to contact a member of the Osborne Park Hospital Consumer Advisory Council to assist you (9346 8141 or email: OPHCAC@health.wa.gov.au)

If you are not satisfied with our response to your complaint, you may contact the Health and Disability Services Complaints Office (HaDSCO) on  6551 7600 or 1800 813 583, or via their website: https://www.hadsco.wa.gov.au/home/

If English is not your preferred language, staff can arrange an interpreter from the Translating and Interpreting Service – TIS (131 450) at no cost to you.

If you are deaf or have a hearing or speech impairment, the National Relay Service will assist you to communicate with us:
TTY or modem users, phone: 133 677 and quote (08) 9346 8214.

Voice-only (speak and listen) users, 1300 555 727 and quote (08) 9346 8214

 

Osborne Park Hospital acknowledges the Traditional Owners - the Noongar people - the custodians of the land on which we work. We pay respect to their Elders both past and present