Phone: 08 8231 4169 | Email: | Find HCASA on FacebookFollow HCASA on Twitter

Phone: 08 8231 4169
Find HCASA on FacebookFollow HCASA on Twitter

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Consumers at the centre of health
in South Australia

HCA encourages consumers to use the various complaint processes available to have their concerns, views and grievances addressed by the health service provider.

We believe consumer complaint processes can be a positive means of championing systemic change and better healthcare delivery for us all.

The first place to begin is locally, expressing a concern with the health service where the care was received. If the complaint is resolved here, this is often the most satisfactory experience for consumers and their loved ones.

e.g: Royal Adelaide HospitalFlinders Medical CentreQueen Elizabeth Hospital Women and  Childrens Hospital, private hospitals etc. You may also go directly to the professional Boards.

If the issue is not adequately resolved, consumers have a right to pursue resolution of their complaint through their independent, state-based health care complaints authority, such as the Health & Community Services Complaints Commissioner (HCSCC) is an independent, impartial and confidential free service that assists people, service users, carers and service providers – with complaints about health or community services in South Australia. This includes government, private and non-government health and community services. 

To find out more, see HCSCC for info on how to complain

If unresolved;

A complaint can be directed to Ombudsman SA (covers HCSCC or public health units only). For futher information

There is also a national body which receives complaints (called ‘notifications’), which is the Australian Health Practitioner Regulation Agency (AHPRA). Notifications can be made to AHPRA only concerning a registered health professional on issues of unprofessional conduct, health impairment or professional performance.

The most appropriate organisation will depend on the nature of your complaint and what you hope to get from your complaint. For example, if you are looking for an explanation about what happened, or an apology or compensation, the Office of the Health Services Commissioner deals with such matters.

AHPRA deals with serious issues of unprofessional conduct or performance. If you are in doubt, the best way is to discuss this with staff from the Office of Health Services Commissioner. 

 Health Performance Council (HPC)

HPC are an independent body which reviews South Australia’s health system—across public, private and community sectors and from prevention, to primary care and hospital care.

They look at patterns, causes and effects of:

  • the determinants of health, or the factors that influence people's health
  • health outcomes, including South Australians' health conditions, function and wellbeing
  • health system and workforce performance, such as effectiveness, accessibility and competence; and
  • the health system’s engagement with communities and individuals.

They are in regular contact with the Minister, the health system and organisations representing consumers and clinicians as we complete case studies which contribute to the review. We release case studies when they’re ready; you can see our progress and our findings and advice so far.

To find out more about the Health Performance Council click here

Latest news

Older and Wiser: Putting the Consumer’s Voice at the Centre of Residential Aged Care

Researchers at the Institute for Health and Ageing at the Australian Catholic University have released their report ‘Older and Wiser: Putting the Consumer’s Voice at the Centre of Residential Aged Care’. The report summarises the results found in a study to explore the impact of Consumer Directed Care on six aged care facilities in Melbourne. The report highlights what more needs to be done to support these changes to aged care services in Australia. You can download and view the report here.

Report into the Independent review of chaperones to protect patients

The Medical Board of Australia (MBA) and Australian Health Practitioner Regulation Agency (AHPRA) have released the report ‘Independent review of the use of chaperones to protect patients in Australia’’ and have accepted all its recommendations. The review found the use of chaperones does not meet community expectations and does not always keep patients safe. You can find out more and view the report here.

Australian Health Practitioner Regulation Agency Performance Data

The Australian Health Practitioner Regulation Agency (AHPRA) releases quarterly performance reports for each state and territory. These reports provide information for the public on the activities and performance of AHPRA and the National Boards in each state and territory. It covers their main areas of activity – managing registration, managing notifications and offences against the National Law, and monitoring health practitioners and students with restrictions on their registration. You can view the reports for each state and territory and find out more here.

Judy Smith recognised in the Queen’s Birthday Honours

HCA member and consumer advocate Judy Smith has been recognised in the Queen’s Birthday Honours, by being admitted as Member of the Order of Australia. Judy has over 50 years experience in health, commencing her career as a nurse and more recently working as a consumer advocate. Judy is an active consumer advocate and HCA member and currently works part time as a Consumer Liaison Officer at the Royal District Nursing Service (RDNS). We congratulate Judy on this recognition of many years of work in community health. You can read more about Judy below.

Media Release: Judy Smith

Mental Health Consumer Carer Participation newsletter

The first issue of the Country Health SA Mental Health Services Newsletter has been released. Its aim is to share information with consumers and carers that have accessed or are familiar with Country Health SA Mental Health Services. It will also provide information to people in the community who have an interest in rural mental health matters. You can view and download the newsletter below.

Mental Health Consumer Carer Participation newsletter

View all latest news

Latest eNews


St. Vincent de Paul CEO Sleepout

Saturday 29 June 2017

Each year on a cold winter’s night in June, a group of like-minded CEOs, senior managers and leaders from all sectors come together to raise funds and awareness on the reality of homelessness in Australia. This year in South Australia, the sleep out will be held on the grounds of Government House and joined by the host for the evening’s proceedings, Kate Ceberano. You don't need to be a CEO to get involved. You can find out more, register and donate here.

KYD-X Kids & Youth Disability Expo.

Saturday 14 October 2017

The kids and youth disability expo, hosted by KYD-X, is focused on the services and products available for people under 25 with a disability. It aims to inform individuals, families and carers about equipment, therapies and treatments available to them, helping them to maximise the use of their NDIS funding. You can find out more here. 

Joint ACHSM/ACHS Asia-Pacific Health leadership #2017 congress

Wednesday 27 – Friday 29 – September 2017
The Annual Australasian college of Health Service Management (ACHSM) in partnership with the Australian Council on Healthcare Standards (ACHS) will host the  2017 Health Leadership conference. The conference will bring together renowned thought-leaders from within and outside the healthcare system, with the central theme of, the winds of Change-adjust your sails’. You can find out more and register here.

Connecting Asthma Care Conference

Monday 16 – Tuesday 17 October 2017

The 2017 Asthma Australia Connecting Asthma Care Conference will bring together key national and international researchers, practitioners and policy makers. The conference theme, ‘Connecting Asthma Care’, highlights the importance of collaborative care models as critical in ensuring a patient’s interaction with the health system is linked between different levels of care, enabling appropriate case management and systematic follow up. You can find out more and register to attend here.

Mental Illness Fellowship South Australia Carer Support Program schedule

The Mental Illness Fellowship of South Australia has released its Carer Support Program schedule for the second half of 2017. The program offers different peer educated programs for people who are experiencing mental illness, and for their family and friends. All facilitators have lived experience, either as a carer, or as a person living with a mental illness. You can view the flyer below which outlines more information about the programs and dates. You can book a place online through the MIFSA website here or by phoning 8378 4100.

Carer Support Program

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