Phone: 08 8231 4169 | Email: info@hcasa.asn.au | Find HCASA on FacebookFollow HCASA on Twitter

Phone: 08 8231 4169
Email: info@hcasa.asn.au
Find HCASA on FacebookFollow HCASA on Twitter

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Consumers at the centre of health
in South Australia

On this page you can find information about how to provide feedback to health service providers, and to Health Consumers Alliance of SA Inc (HCA).

Providing feedback to health service providers

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

We believe consumer complaint processes can be a positive means of championing improvements in the health system, leading to better healthcare delivery for all.

In the first instance, we recommend you speak directly with a staff member from the organisation which delivered your service or care.  

If this does not provide a satisfactory resolution, and your concern is about a public hospital, you can contact consumer advisory services at Royal Adelaide HospitalFlinders Medical Centre and Noarlunga HospitalQueen Elizabeth Hospital Women's and Children's Health Network, Lyell McEwin Health Service, and Modbury Hospital.    

The SA Health Fact Sheet on the consumer feedback process details the steps you can take to give your feedback. It also provides a detailed list of consumer feedback contacts for all the SA metropolitan public hospitals, the country and metropolitan Local Health Networks, and Statewide Health Services (SA Ambulance Service, Drug and Alcohol Service, and SA Dental Service).

If your issue is not adequately resolved with the health service, you have the right to pursue your complaint through the Health and Community Services Complaints Commissioner (HCSCC). This is an independent, impartial and confidential free service. HCSCC assists service users, their families, carers, advocates and service providers with information and advice, and can help people who wish to complain about health, community and child protection services in South Australia

You can find out more about making a complaint to the HCSCC here.

If your complaint is about an individual registered health practitioner or student, the Australian Health Practitioner Regulation Agency (AHPRA) can help you. AHPRA is the right place to make a complaint if you are concerned a health practitioner is behaving in a way that could present a risk to you, to other patients or members of the public.

You can find a joint fact sheet detailing what AHPRA does, and what the HCSCC does below.

AHPRA HCSSC Brochure

You may also like to read HCA's Directory of advocacy / complaints services. It provides a summary of advocacy / complaints services that can assist individuals and families who wish to provide feedback or make a complaint about health, aged care or disability services. The role of each service and the degree of individual advocacy it provides is summarised, and contact details are listed. You can access the directory below.

Directory of advocacy / complaints services

 

Providing feedback to HCA

The mission of Health Consumers Alliance of SA Inc (HCA) is to engage consumers and health services to achieve quality, safe, consumer-centred care for all South Australians.

We therefore welcome your feedback - both compliments and complaints.

We aim to achieve prompt, transparent and efficient resolution of complaints. We also want to support your right to choose how you provide your feedback - in person, in writing via letter or email, or by phone.

You are welcome to call into HCA to provide your feedback, or phone one of the HCA team. 

You may seek independent external advice if you are not satisfied following our handling of your complaint.

Also, you can phone the Chief Executive on (08) 8231 4169.

If you are making a compliment or complaint in writing, you can choose to use the Complaints and Compliments Form attached below, or you can write a letter.

Please address your feedback to:

HCA Chief Executive
PO Box 2248
Adelaide SA 5001 

OR

The Chairperson
HCA Board
PO Box 2248
Adelaide SA 5001

Alternatively, you can email your complaint marked Confidential Complaint to This email address is being protected from spambots. You need JavaScript enabled to view it.

At HCA complaints are valued, as they enable us to review and correct any problems, improve our service quality, and maintain positive relationships.

HCA Complaints and Compliments Form

 

Latest news

Conflict of Interest Workshop

Last Thursday HCA hosted researchers Dr Ray Moynihan and Professor Lisa Bero from Bond University and Sydney University for a consumer workshop. The workshop was one in a series of national workshops with consumers about the issue of financial conflicts of interests with a focus on relationships with drug companies. The workshop covered the financial relationships between research funders and clinicians or researchers and the impact on outcomes. The group also discussed why conflict of interests matter and how these conflicts can become risks to studies and how to be more transparent with this information. HCA was pleased to host such a dynamic and engaging workshop.

HCA will share the findings of this study when it becomes available.

Reminder: Christmas Closure

HCA will close for the Christmas period, Monday 24 December 2018 and reopening on Monday 7 January 2019. Next week's eNews will be our last for 2018 and will be a short wrap up of the year.

The first edition of our 2019 eNews will be published on Wednesday 23 January 2019.

There is change ahead for the HCA team in 2019, and we take this opportunity to thank our supporters and members for your continued support throughout 2018.

Transvaginal Mesh Update - New clinic opens!

SA Health has established the SA Health Pelvic Mesh Clinic at Royal Adelaide Hospital, a specialist clinic for women experiencing complications from pelvic mesh. The clinic aims to provide comprehensive multidisciplinary health care for all South Australian women experiencing major complications related to pelvic mesh implants. The clinic brings together experts from various health backgrounds and disciplines to work together as a team to review each patient’s individual case. A GP referral is required to access the clinic. Information for consumers and GPs is available here.

The Pelvic Mesh Consumer Support Line: 1800 66 MESH (1800 666 374) remains in operation for consumers requiring information about transvaginal mesh, operating between 9am and 4pm Monday to Friday (excluding public holidays).

ACSQHC - Partnering with Consumers Third Australian Atlas of Healthcare Variation

The Australian Commission on Safety and Quality in Health Care released the Third Australian Atlas of Healthcare Variation. The goals of the Atlas series are to map variation in health care across Australia, promote investigation to identify any unwarranted variation and recommend actions to reduce unwarranted variation.

The Commission released the first Atlas in November 2015. This was followed by the release of the second Atlas covering different topics in June 2017. The third Atlas was launched by the Hon Greg Hunt MP on 11 December 2018.

You can view the report here.

Head to Health - Finding Mental Health Resources

Head to Health is an online portal that helps Australians find appropriate mental health resources. The website has compiled resources from national mental health services such as beyond blue and the black dog insitute as well as universities across Australia into one space to make it easier for Australians to find the right information. You can search for specific resources to suit you, for example if you search for bipolar, several fact sheets and websites specific to bipolar will show with information on how to access support. There is also information for loved ones and carers, with accessible information and steps on how to effectively support someone experiencing mental health challenges.

You can visit the site here.


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Latest eNews

Events

15th National Rural Health Conference

24 - 27 March 2019
Hobart Tasmania

Everything you need to refresh your energy and passion for improving the health of people in rural and remote Australia is there; including:

  • 4 days of inspiring presentations and events
  • 5 pre-conference events
  • 30 keynote speakers
  • 212 presenters in 45 concurrent sessions
  • 40 poster presentations
  • a stimulting arts and health program
  • 75 exhibitors
  • and a gala dinner!

Register here before 31 December 2018 to take advantage of the discounted Earlybird registration rate.


View all events

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