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

Farewell Ellen Kerrins

Last week HCA farewelled our Manager, Policy and Advocacy, Ellen Kerrins. Ellen has worked for HCA since 2015, during which time she played a central role in a number of significant areas of work for South Australian consumers. We thank Ellen for her contribution and work to ensure that consumers are at the centre of health in South Australia. Ellen's vibrant personality will be missed around our office, and we wish her all the best in her future endeavors.

Nominations to the HCA Board

Closes: Monday 22 October 5.00pm


We are calling for nominations for the HCA Board of Directors. Nominations are sought in accordance with the HCA Constitution, a copy of which is available  here. 
Five director vacancies exist: three ordinary directors, and the positions of chair, and deputy chair. You may select to nominate for more than one position. Directors are appointed for two years. Meetings are held bi-monthly, currently scheduled on Mondays 4-6pm at HCA.

You can complete your nomination online here.

You can download a nomination form here.

Please note: Information provided by candidates will be used in the Board election papers sent to members prior to the AGM.

If you would like more information about the election process and the expectations of Board directors, please don’t hesitate to contact me via email: This email address is being protected from spambots. You need JavaScript enabled to view it. . You can view the HCA Board Code of Conduct policy here.

Note: You must be a financial member to nominate and be nominated, information about membership here

Sorry is a good first step

HCA in collaboration with the Nation's state’/territory peak health consumer organisations have released a joint media statement in response to the Government’s response to the Senate inquiry into trans vaginal mesh and Minister Greg Hunts apology to women affected by trans vaginal mesh implants. You can view the release below.

 Mesh media release October 2018

Drop the Jargon Day

Drop the Jargon day will be held next Tuesday 23 October. It is a day to encourage professionals in Australian health, community services and local government to use plain language. When we use jargon, technical terms or acronyms, it is hard for people with low health literacy to understand and use information. Professionals can pledge and take part in activities at their workplace, to make it easier for people with low health literacy to get better information and outcomes from the services they use. You can find out more here.

EveryAGE Counts : Anti-ageism campaign

The EveryAGE Counts campaign and strategy is guided by a large body of existing evidence about the extent and impacts of ageism, as well as research commissioned into the attitudinal and behavioural drivers behind ageism, and effective ways to address these. Ageism is not benign or harmless. It is a big problem because it impacts on confidence, quality of life, job prospects, health, and control over life decisions. As a community, we can positively change thinking about ageing,
re-imagine getting older and set the foundations for current and future generations to age well. You can find out more about how you can make a difference here.


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Events

Conflicts of Interest workshop

Thursday 6 December 2018
9.00am – 1.00pm
Level 1/12 Pirie Street Adelaide

HCA is hosting a free workshop for health consumer or carer representatives, or advocates with an interest in learning about conflicts of interest in health care.
 
The workshop will be run by two internationally respected academics with expertise in this area, Professor Lisa Bero from the University of Sydney, and Dr Ray Moynihan, from Bond University.
The following will be covered (using plain English):

- Introduction to the scientific evidence about how sponsorship from drug companies and other industry groups affects medical education and research
- Introduction to accessible databases that can be searched to find out more about drug company payments to doctors and patient groups

This will be followed by a facilitated discussion about conflicts of interest.

Morning tea and a light lunch will be provided. The workshop will be evaluated and information relating to this will be sent via email to participants in the week prior to the workshop.
Contact HCA on 82314169 or email This email address is being protected from spambots. You need JavaScript enabled to view it. for more information or to discuss support for transport.
Expressions of Interest (EOI) Close Thursday 22 November 2018.

You can register your EOI here.

Health Strategy 2019-2023 Workshop

Tuesday 6 November 2018
2.00 – 5.00pm
Adelaide

SA Health is seeking 20 consumers to attend their Health Strategy 2019 – 2023 workshop. The Health Strategy will specifically focus on South Australia’s health priorities for the next five years, but also look to adopt a longer term perspective to 2030.
The objective of this workshop is to seek your views on:

• How can future advances in health care delivery be utilised to help to address health system challenges?
• New directions in the culture of care - what alternative care / treatment options are available based on the needs of the patient?
The workshop will close at 5:00pm followed by an opportunity for networking along with light refreshments. Registrations are essential.

You can view the workshop flyer for more information below. 

You can register to attend here.

Strategy Workshop Flyer

Our Lives - Stories of Resilience

Wednesday 21 November 2018
6.00pm – 7.00pm
Adelaide

This event hosted by SAMESH will follow via film clip the lives of three local people living with HIV, as they navigate the changes to HIV treatment, prevention, and the law. The clips will be followed by a panel discussion with those featured, to discuss what it means to be a person living with HIV in 2018, and why it is more important than ever that HIV positive people are central to the HIV response. You can find out more and register here.

Building the Aboriginal Disability Service Sector Workshop

Friday 16 November
8.30am – 5.00pm
Adelaide

The First People's Disability Network Australia is hosting a workshop on building the Aboriginal Disability Services sector. The session will cover a wide range of topics focused on challenges and opportunities in building this service sector, and promoting job opportunities amongst the sector. This workshop is targeted to Aboriginal disability service providers, and Aboriginal people interested in employment opportunities and being a provider in the disability service sector. You can find out more and register here.

LASA National Congress

Sunday 28 – Tuesday 30 October 2018
Adelaide

Leading Age Services Australia’s (LASA) National Congress 2018 will lead the conversation on ageing transformed and the dawn of a new era in aged care. The congress is the largest aged services industry event in the Asia Pacific. There will be a series of interactive discussions which aim to shine that ‘first light’ on the ageing transformed terrain of new era thinking, and practices and models of aged services for the next generation and beyond. You can find out more and register here.


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