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

March 2017: New RAH Update

The March edition of the RAH Update is now available. It includes a look at ‘Technical Completion’ and what that means. You can view and download the update below.

March 2017: RAH Update

CHF: Local communities crying out for more action on mental health, not more reviews.

The Consumers Health Forum of Australia have released a media statement calling for more responsive community health services which embrace mental health services designed with consumers, not more reviews. You can read the statement here.

CHF Blog post: After the Colloquium: Connecting Consumers.

The purpose of the colloquium, organised by the Consumers Health Forum of Australia, Mental Health Australia and the National Rural Health Alliance, was to provide the opportunity for consumers, particularly emerging advocates, to join a day of talking and listening about strengthening the role of the consumer in shaping health care. You can read more about the colloquium on their latest blog post here.

Lynch Syndrome Australia Report released

Lynch Syndrome Australia has released Lynch syndrome: Australia’s untold health story, a report that calls for a number of important recommendations to improve diagnosis, risk management and support. It draws on the findings of a world-first study of the lived experience of people with Lynch syndrome and outlines responses from the 251 Australian participants. You can find out more and download the report here.


First look inside the new Royal Adelaide Hospital

The new Royal Adelaide Hospital (RAH) has achieved Technical Completion, a significant milestone in the delivery of SA’s world-class new hospital. Over the last five years, the new Royal Adelaide Hospital (RAH) has taken shape over the Adelaide CBD skyline and now is your chance to take a first look inside. The virtual tour shows you through a range of key areas including the Emergency Department, patient bedrooms, the main public entrance on level 3 and car parking facilities. the new RAH will set a benchmark for hospitals of the future and continue the long and proud tradition of providing the best possible care for all South Australians. You can view the video here.

View all latest news

Latest eNews


Preoperative assessment for elective surgery workshop

Tuesday 4 April 2017

The aim of the Preoperative assessment for elective surgery workshop is to develop a consistent, standardised approach to care. The workshop will be held between 2pm – 4pm at the Pavilion on the park. To register or find out more, email This email address is being protected from spambots. You need JavaScript enabled to view it.

Living well with pain: Consumer Symposium

Sunday 9 April 2017

1pm – 5pm University of Adelaide

PainAustralia in collaboration with South Australian healthcare consumer organisations is hosting the annual Living Well with Pain Consumer Symposium in conjunction with the Australian Pain Society’s Annual Scientific Conference. The symposium will bring the issue of pain management to the forefront for health professionals, consumers and other stakeholders in South Australia. If you live with pain or have an interest in in this area of medicine, you can find out more and register to attend online here. The full flyer is available below.

Flyer: Living well with pain

Introduction to Consumer Advocate Training: Nuriootpa

Tuesday 4 April 2017

Introduction to Consumer Advocacy training is coming to Nuriootpa this April. HCA provides training to consumers who have an interest in becoming health consumer advocates. The free training aims to assist participants to become an effective voice as advocates, and be active contributors in shaping the health system in South Australia. If you would like to participate in Introduction to Consumer Advocacy training to prepare yourself for a consumer advocate role, or as a refresher for established consumer advocates, you can find out more, including details about registration in the flyer attached below.

Nuriootpa: CAT Flyer

Modbury Hospital Rehabilitation Centre – Open Day

Saturday 8 April 2017
10am – 2pm

Consumers are invited to attend the Open Day at the new Rehabilitation Centre at Modbury Hospital. The Rehabilitation Centre is part of the $32 million investment in Modbury Hospital under Transforming Health and will enable the hospital to double the number of rehabilitation patients seen each year. The Open Day will include tours and demonstrations of the new facilities, a sausage sizzle and face painting. You can find out more here.


Consumer Advocates Network Meeting

Wednesday 3 May 2016

12.30pm – 2.30pm (light lunch at 12pm)

At each meeting of the Consumer Advocates Network, we include a specific topic for discussion or learning. The topic for the May meeting is medical records, followed by other meeting agenda items from 2pm. We welcome your attendance at the May meeting to learn about the Enterprise Patient Administration System (EPAS) and My Health Record, including:
• an overview of EPAS and My Health Record
• how EPAS and My Health Record relate to each other and records systems
• security and access issues
• managing Advanced Care Directives and end of life decisions.

You can register to attend here.

email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call 08 8231 4169 for more information.


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