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 Hospital, Flinders Medical Centre and Noarlunga Hospital, Queen 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.
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.
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
PO Box 2248
Adelaide SA 5001
At HCA complaints are valued, as they enable us to review and correct any problems, improve our service quality, and maintain positive relationships.